ಕೆಲಸದ ವಿವರ

About Dockwa

Dockwa is revolutionizing the $60+ billion marine industry by becoming the primary operations platform within a fragmented market. With over a decade of building dependable relationships with marina operators and boaters, Dockwa is positioned to lead transformational change in this sector.

Role Overview

As a Marina Success Manager at Dockwa, you will manage ongoing relationships with a portfolio of marina clients after their platform onboarding is complete. Your main focus will be on retaining customers, driving platform adoption, and encouraging growth, ensuring marinas consistently derive value from Dockwa, renew contracts annually, and expand usage.

Core Duties

Take full ownership of assigned marina accounts and nurture relationships with key stakeholders such as dockmasters, general managers, and financial controllers.
Implement a proactive engagement rhythm involving routine check-ins, business reviews, and monitoring customer health to preempt issues.
Prioritize engagement efforts based on account value and risk, safeguarding critical relationships.
Achieve targets for gross retention and customer health metrics.
Promote comprehensive product adoption covering transient bookings, contracts, billing, storage, payments, and reporting functionalities.
Identify underutilization in platform usage data and proactively address potential churn through customer engagement.
Conduct training sessions and share best practices that streamline the client's daily operations and align with their goals.
Communicate clear return-on-investment (ROI) narratives to help clients recognize the value derived from Dockwa.
Manage contract renewals and collaborate with Sales on expansion opportunities within your book.
Spot growth possibilities arising from account interactions and pursue them diligently.
Lead account retention efforts by diagnosing risks, rebuilding customer confidence, and agreeing on actionable steps when churn threatens.
Coordinate closely with Implementation teams to ensure smooth transitions post-onboarding.
Collaborate seamlessly with Sales for renewals and expansions, maintaining aligned objectives and handoffs.
Serve as the customers’ advocate by delivering prioritized, clear feedback to the Product team to influence the roadmap.
Develop and refine standardized playbooks promoting scalable, repeatable customer success processes.

Qualities and Experience Desired

Demonstrated experience managing a portfolio of customer accounts with accountability for retention, renewals, or customer retention efforts, ideally in a SaaS or technology-driven context.
Proven ability to cultivate strong, trustworthy relationships with operational staff and executives.
Business acumen with familiarity managing renewals, expansions, and articulating ROI aligned with customer objectives.
Skill in leveraging account data and health indicators to allocate time and resources efficiently.
Knowledge of payment systems or financial workflows is advantageous.
Background in marina operations using Dockwa or comparable software, or supporting hospitality businesses with modern payment and operations tools, is a beneficial plus.
Exceptional communication skills—both written and oral—capable of maintaining professionalism under pressure.

Workplace Culture and Expectations

Demonstrate initiative and autonomy by identifying challenges and delivering effective solutions without waiting for external approval.
Develop and utilize repeatable playbooks to standardize success across accounts instead of reinventing procedures for each client.
Engage hands-on with client accounts to deeply understand their operations and contribute directly to their success.
Exhibit full accountability by owning outcomes and leading efforts to retain at-risk accounts decisively.
Balance decisiveness and precision by knowing when to act swiftly and when to apply careful judgment.
Participate actively in idea exchanges, offering constructive debate while committing fully to team decisions.

Customer Success Manager