7+ years in customer success or account management
4+ years leading customer success teams with direct reports
Proven ownership of retention or NRR metrics
Experience implementing segmentation or systemization changes
Demonstrated capability in executing 1:many programs
Ability to analyze and pull usage data independently
Hands-on experience with CRM and marketing automation tools, preferably HubSpot
Responsibilities
Lead and develop a team of Marina Success Managers (MSMs)
Manage customer retention, expansion, and renewal targets across segments
Drive marinas from onboarding to active usage to maintain retention
Create a differentiated operating model for customer segments
Forecast renewals and negotiate complex account agreements
Develop customer health scoring and reporting to leadership
Oversee escalated customer account issues and hiring of new team members
Benefits
Transparent work environment with clear ownership and autonomy
Fast-paced culture that prioritizes problem-solving
Access to a winning team and collaborative atmosphere
Opportunity to impact growth levers directly
Comprehensive training in the marina industry and product
Full Job Description
About the role
You will lead Dockwa's Customer Success function and a team of Marina Success Managers (MSMs). This is an operator's job. You will build the segmented operating model, coach and grow the team that runs it, and stay close enough to customers to know whether any of it is working.
The role splits roughly three ways:
50% team leadership, account execution, and playbooks. Coach and develop the MSM team, hire into it, work Strategic and Mid-Market accounts alongside them, own renewal strategy and forecasting, and build segment-specific playbooks.
25% scaled programs and adoption at volume. Stand up segmentation, health and expansion scoring, and 1:many engagement that drives adoption and activation without requiring an MSM phone call. You will not build this alone. You will drive it across customer marketing, support, and product.
25% voice of the customer and cross-functional alignment. Synthesize feedback, usage, and win/loss data into product and GTM recommendations. Find the gaps between functions where customers fall through, and push them toward a plan.
Core responsibilities
Net retention, expansion, churn, and renewal targets across segments.
Productivity per MSM. Growing each rep's book of business while the retention numbers improve.
Activation. Getting marinas over the line from signed to genuinely transacting, which is the strongest driver of whether they stay.
Renewal forecasting, at-risk saves, and executive-level negotiation on complex accounts.
Customer health scoring, QBR cadence, playbook library, and CS reporting to leadership.
