Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage a portfolio of marina accounts and nurture the relationships within them.

• Maintain a proactive approach: conduct regular check-ins, business evaluations, and monitor account health.

• Encourage utilization across the platform, which includes transient bookings, contracts, recurring billing, storage, payments, and reporting.

• Oversee renewals within your portfolio and collaborate with Sales to expand into additional modules and increase payment volume.

• Work closely with Implementation to ensure a smooth transition from onboarding to sustained success.

• Represent the customer’s perspective to Product: consolidate feedback received into clear, prioritized insights that inform the product roadmap.

⛳️ Requirements

• Proven experience managing a portfolio of customer accounts with a focus on retention, renewals, or saves, preferably in a SaaS or technology-driven context.

• Demonstrated ability to cultivate strong relationships and build trust with operators or executives.

• Commercial acumen: ability to navigate renewals, expansion efforts, and articulate an ROI narrative aligned with customer objectives.

• Proficient in utilizing account data and health indicators to strategically prioritize your time.

• Knowledge of payments or financial workflows is a significant advantage.

• Experience operating a marina on Dockwa or similar software, or assisting a comparable hospitality business with modern payment and operational software, is a considerable asset.

• Exceptional written and verbal communication skills, maintaining clarity and professionalism even under pressure.

🏝️ Benefits

• Health insurance

• Retirement plans

• Paid time off

• Flexible work arrangements

• Professional development