Customer Success Manager

Dockwa is reshaping the marine industry and is seeking a Customer Success Manager to manage relationships with marina clients. This role focuses on customer retention, adoption, and expansion, ensuring clients derive maximum value from the Dockwa platform.

Responsibilities:

• Own a book of marina accounts and the relationships inside them, from the dockmaster to the general manager to the controller
• Run a proactive cadence: regular check-ins, business reviews, and health monitoring rather than waiting for problems to surface
• Prioritize your time by account risk and value, protecting the relationships that matter most
• Hit gross retention and customer health targets across your book
• Drive adoption across the platform, including transient bookings, contracts and recurring billing, storage, payments, and reporting
• Spot adoption gaps in usage data and engage customers before underuse turns into churn
• Deliver training and best practices that make a marina's day-to-day easier and tie back to their business goals
• Tell a clear ROI story so customers can see the value they are getting
• Own renewals across your book and partner with Sales on expansion into additional modules and payment volume
• Identify growth opportunities surfaced through everyday account work and follow them through
• Lead save conversations when an account is at risk: diagnose the real drivers, rebuild confidence, and agree on concrete next steps
• Partner with Implementation on a clean handoff from onboarding into steady-state success
• Work with Sales as one team on renewals and expansion, with shared goals and clean handoffs
• Bring the voice of the customer to Product: synthesize what you hear into clear, prioritized feedback that shapes the roadmap
• Build and improve the playbooks that make success repeatable as the team and customer base grow

Requirements:

• Experience owning a book of customer accounts with responsibility for retention, renewals, or saves, ideally in SaaS or a technology-driven environment
• A track record of building durable relationships and earning trust with operators or executives
• Commercial instinct: comfort with renewals, expansion, and telling an ROI story tied to a customer's goals
• Comfort using account data and health signals to decide where to spend your time
• Excellent written and verbal communication, clear and professional under pressure
• Familiarity with payments or financial workflows is a strong plus
• Experience running a marina on Dockwa or comparable software, or supporting a similar hospitality business with modern payments and operations software, is a strong plus