Customer Success

About Dock

Dock brings everything shared with customers into one client-facing workspace. Whether it's deal rooms, onboarding hubs, client portals, or renewal spaces, Dock helps deliver a seamless experience across the entire customer journey. Along the way, leadership gets valuable analytics to improve sales forecasting, coach front-line managers, identify (and act on) at-risk implementations, and understand what content actually resonates. 

About You

We’re looking for a motivated and curious self-starter who’s excited to be the second member of our Customer Success team. This role is responsible for the entire post-sale customer journey—from kickoff & implementation through renewal. Since this is a small team, you’ll have a unique opportunity to wear many different hats, help build processes, and gain exposure to different sides of the business. You’ll also have easy and direct access to all team members and be able to make an immediate impact. 

This is a US-based remote role, San Francisco/Bay Area preferred. 

Responsibilities: 

Client Onboarding

• Lead kickoff calls for new accounts to align on goals and timeline
• Facilitate working sessions with admins and decision makers to keep implementations on track
• Run training sessions and webinars for both free and paid accounts
• Create onboarding materials and best practice guides
• Partner closely with Sales to ensure seamless hand-offs

Frontline Customer & Product Support

• Respond to Intercom tickets from new and prospective customers
• Gather details about customer bugs, and be able to log/classify bugs based on their severity and the extent to which they affect user experience or system functionality
• Maintain and update Help Center documentation as new features are released

Account Management: Build and maintain strong customer relationships

• Own renewal and expansion pipelines, negotiate contracts and identify growth opportunities
• Build strong relationships with customer stakeholders at all levels, including driving executive alignment and leading Quarterly Business Reviews (QBRs)
• Partner closely with Sales, Marketing, Product, and Engineering to bring the voice of the customer to internal teams, influence product roadmaps, case studies, etc.
• Identify at-risk accounts and deploy strategies to re-engage and retain them

You would be a dream candidate if…

• You have a minimum of 2+ years of previous experience in customer success, customer service, or operations roles (ideally, in a SaaS company)
• You thrive in a fast paced, hands-off environment
• You are obsessed with giving customers the best experience possible while meeting them where they’re at
• You’re comfortable with ambiguity 
• You exhibit strong communication skills and emotional intelligence
• You are extremely detail-oriented, organized, and concise
• You are excited about process development and innovation
• You’re comfortable managing multiple tasks/projects simultaneously
• Bachelor’s degree or equivalent experience

Location: Remote (SF preferred)

The salary range for this role is $90,000 to $115,000 for this position. Actual salaries will vary depending on factors including but not limited to location, experience, and performance. The range(s) listed is just one component of Dock’s total compensation package for employees. Other benefits include stock options, an unlimited paid time off policy, and coverage on medical, vision and dental insurance.

Dock is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Dock is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.

By applying, you consent to Dock processing your personal information for the purpose of assessing your candidacy for this position.