Remote Implementation Lead - SaaS Onboarding & Success

Dockwa; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

Dockwa is seeking an Implementation Specialist to bridge Sales and Success for marina customers. You will guide onboarding, data migration, system integration, and training to ensure go-live readiness and long-term value.

Reporting to Customer Success, you’ll collaborate with Product, Sales, and Marina Success Managers to tailor configurations, manage timelines, and optimize time-to-value, product adoption, and gross retention.

Qualifications

• 4+ years in Implementation, Onboarding, Customer Success, or similar customer-facing role
• Strong organizational skills managing multiple complex projects
• Excellent communication and training abilities
• CRM and implementation tools experience, Salesforce preferred
• Detail-oriented data migration and configuration

Responsibilities

• Guide marina customers through product configuration, system integration, and go-live readiness
• Migrate and configure customer data including rates, inventory, contracts, and dock maps
• Configure POS systems and modular features based on marina operational needs
• Manage implementation timelines to ensure on-time go-lives with minimal friction
• Tailor onboarding experiences to customer size and technical sophistication
• Conduct training sessions focused on product adoption and operations across user roles
• Create and improve training materials and Help Center content
• Deliver training on product best practices for marina staff
• Develop customer-facing resources to reduce support load
• Identify knowledge gaps and build enablement assets
• Work with Product, Sales, and Support to address challenges and align messaging
• Collect and synthesize feedback to influence product improvements
• Partner with Sales during handoff to ensure expectations match what was sold
• Collaborate with Marina Success Managers for smooth transitions to ongoing support
• Surface blockers and gaps to leadership
• Build and refine implementation playbooks for different segments and tiers
• Identify patterns in challenges and propose process improvements
• Scale implementation operations as customer volume grows

Skills

CRM experience

Strong organizational skills

Excellent communication

Training skills

Salesforce experience

Tools

Salesforce

Job description

Dockwa is seeking an Implementation Specialist to bridge Sales and Success for marina customers. You will guide onboarding, data migration, system integration, and training to ensure go-live readiness and long-term value.

Reporting to Customer Success, you’ll collaborate with Product, Sales, and Marina Success Managers to tailor configurations, manage timelines, and optimize time-to-value, product adoption, and gross retention.