Customer Success Manager

About Dockwa Dockwa is reshaping the $60+ billion marine industry. After 12 years of building trust with marina operators and boaters, we hold a category-defining position in a fragmented industry that is ready for change. This is our opening to become the default operating layer for an industry that has never had one. About the role As a Marina Success Manager at Dockwa, you own the ongoing relationship with a book of marina customers once they are live on the platform. You are responsible for retention, adoption, and growth: keeping marinas getting value from Dockwa, renewing every year, and expanding into more of what we offer. This role reports to Customer Success leadership and works closely with Sales on renewals and expansion, with Implementation on clean handoffs after onboarding, and with Product as the voice of the customer. When an account shows signs of churn risk, you are the person who diagnoses what is really going on, builds a save strategy, and leads the conversation that keeps the customer. Your work protects and grows revenue across your book. Gross retention, net revenue retention, and product adoption are the metrics that determine whether we scale from $10M to $100M ARR, and they run through this seat. Core responsibilities 1. Account Ownership & Retention 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. 2. Adoption, Training & Value Realization 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. 3. Renewals, Expansion & Commercial Outcomes 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. 4. Cross-Functional Collaboration & Product Feedback 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. What we're looking for 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. 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. Excellent written and verbal communication, clear and professional under pressure. How we work Dockwa is a lean, fast-moving team. People succeed here when they: Are high-agency: You don't wait for permission or perfect information. You identify problems, propose solutions, and drive outcomes. Bring playbooks: You build repeatable processes and improve them over time, rather than reinventing every account from scratch. Get their hands dirty: You dig into the account, learn the customer's operation, and do the work. You don't just direct. Embrace extreme ownership: When an account is at risk, you own the outcome and lead the save. No excuses. Balance speed with judgment: You know when to move fast and when precision matters. Challenge ideas, then commit: You bring your perspective, debate vigorously, and then fully support the decision.