Head of Customer Success & Growth Operations

Dockwa; Newport (RI); Sur place; USD 140 000 - 200 000; Plein temps

Résumé du poste

Dockwa is seeking a seasoned leader to run the Customer Success function and manage a Marina Success Managers team. You will build an operating model, coach the team, and stay close to customers to validate impact.

The role emphasizes hiring into a transitioning team, standing up segmentation and 1:many programs, and co-managing enterprise relationships. You will travel to engage strategic accounts and coordinate with cross-functional partners.

Qualifications

• 7+ years in customer success or account management with 4+ years leading CS teams.
• Own retention or NRR metrics and demonstrate baseline, timeline, and actions.
• Implemented segmentation or systemization changes within a team.
• Shipped a 1:many program end-to-end with measurable impact.
• Self-sourced usage data without an analyst.
• Preference for vertical SaaS with embedded payments and seasonality.
• CRM and marketing automation experience; Salesforce/HubSpot migration exposure.

Responsabilités

• Own net retention, expansion, churn and renewal targets across SMB, Mid-Market and Strategic segments.
• Improve MSM productivity while growing each rep’s book of business.
• Drive activation and move marinas from signed to transacting.
• Build a differentiated operating model for each segment.
• Forecast renewals, manage at-risk saves and negotiate complex accounts.
• Develop health scoring, quarterly business reviews, playbooks, and CS reporting.
• Handle escalations on billing, pricing, or contracts requiring account judgment.
• Hire, onboard, and grow the MSM team.

Connaissances

Customer success

Team leadership

Account management

CRM

Forecasting

Renewals

Segmentation

Data-driven decisions

Outils

Salesforce

HubSpot

Description du poste

Dockwa is seeking a seasoned leader to run the Customer Success function and manage a Marina Success Managers team. You will build an operating model, coach the team, and stay close to customers to validate impact.

The role emphasizes hiring into a transitioning team, standing up segmentation and 1:many programs, and co-managing enterprise relationships. You will travel to engage strategic accounts and coordinate with cross-functional partners.