Marina Success Manager

Hi! We’re The Wanderlust Group an outdoor technology company composed of Dockwa.com and Marinas.com. We build marketplaces that connect adventurers to outdoor destinations, and technology that helps those destinations thrive. We believe that the best way we can make the world better is to get people out in it. 

At The Wanderlust Group, you’ll be an integral part of a growing team, able to make an immediate impact and work alongside some of the most talented and dynamic people anywhere. We believe that a great culture enables great teams to do incredible things.

We are searching for a Customer (Marina) Success Manager to join our Customer Success team and work to deliver value to our marina customers using the Dockwa platform. This role will primarily focus on onboarding new customers, as well as retaining subscription revenue (preventing churn) and driving product usage (adoption).

• Build lasting relationships with marina staff members
• Oversee the entire process from implementation and onboarding to staff training
• Customize the Dockwa software to meet customer needs and proactively identify opportunities to expand the use of additional features among your customer base
• Ensure a positive customer experience and value delivery through operational efficiency and marketing
• Develop and implement marketing strategies with customers which lead to lasting year over year growth for customers
• Help customers integrate Dockwa and Marinas.com features into their websites and other online assets to grow their digital footprints
• Help marina’s utilize Dockwa’s financial reporting data balance books and save their team time
• Retain and increase customer feature adoption specifically working with marinas to graduate to using Dockwa’s complete Marina Management Software
• Drive specific KPIs (e.g. GPV- payment processing volume, and Revenue Retention). 
• Create Goal based alignment from Sales Handoff through Retention
• Recognize behavior and engagement on Dockwa that signals promise of growth or symptoms of churn

• Have 1-2 years experience in an account management or sales role
• Have a passion for customer success and a love of helping people achieve their goals
• Having a high level, working knowledge of the marine industry and specifically how marinas work is preferred
• Goal oriented and proven track record of exceeding quotas (measured in this role by revenue retention and product adoption)
• Be a natural teacher and have an ability to communicate succinctly over video conferencing (e.g. not in person)
• Experience with Salesforce.com is a plus

• Blog | The Wanderlust Group: Outdoor Travel Technology Company
• Dockwa Boating and Cruising Blog | Cruising, Travel, How-To, Events, Regattas
• Marinas.com | Where boaters come first to find slips & services.
• Dockwa on the App Store
• Dockwa on Google Play

We believe that this is a special opportunity to deliver value to an industry that has been historically under-served by modern operational tactics. Many of our marina customers are beginning to build their online presences. This is a unique role where you will have the opportunity to start and build a business’ online presence and streamline their operations, often from the ground up.

The Wanderlust Group is a unique company and culture. A hybrid B2B and B2C business, we connect boaters to marinas. Because we believe in the value of putting screens down and getting outside, we operate on a flexible, results-oriented culture to meet the needs of our customer base. We also care a lot about the marinas we serve. They are often small businesses playing an important role in the local economy around them.  That dedication carries through our work.