Own the critical onboarding experience for marina customers—guiding them from contract signature to successful go-live while ensuring seamless adoption, system configuration, and long-term platform success.
About Dockwa
Dockwa is reshaping the $230+ billion marine industry. After 12 years of building trust with marina operators and boaters, we have achieved something rare: category-defining position in a fragmented industry ready for transformation.
The marina industry is experiencing a generational shift. Private equity consolidation is accelerating. Operators face pressure to run marinas like real businesses, not lifestyle assets. This creates the opportunity to become the default operating layer for an industry that has never had one.
The Role
As an Implementation Specialist at Dockwa, you will own the critical bridge between sale and success—transforming new marina customers from contract signature to confident, productive platform users. You'll guide marinas through product configuration, data migration, system integration, and training, ensuring every implementation is tailored, timely, and sets the foundation for long-term retention.
This role reports to the Customer Success leadership team and sits at the intersection of Sales, Product, and ongoing Customer Success. You'll work closely with Account Executives during handoff, collaborate with Product teams on complex configurations, and partner with Marina Success Managers to ensure smooth transitions from implementation to steady-state support.
From helping marinas transition to digital contracts to configuring POS systems and migrating dock maps, you'll ensure each customer goes live successfully. Your work directly impacts time-to-value, product adoption, and gross retention—the metrics that determine whether we achieve our 99% retention target and scale from $10M to $100M ARR.
Core 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 (Service, Rentals, Fuel, etc.) based on marina operational needs
- Manage implementation project timelines, ensuring on-time go-lives and minimal customer friction
- Tailor onboarding experience to customer size, complexity, and technical sophistication
- Conduct training sessions focused on product adoption and operational success across various user roles
- Create and continuously improve training materials, onboarding documentation, and Help Center content
- Deliver clear, effective training on product best practices for marina staff at all technical levels
- Develop customer-facing resources that reduce support burden and enable self-service learning
- Identify knowledge gaps and build enablement assets to address recurring customer questions
- Work closely with Product, Sales, and Support teams to address implementation challenges and align messaging
- Collect and synthesize customer feedback during onboarding to influence product improvements and roadmap priorities
- Partner with Sales during handoff to ensure implementation expectations align with what was sold
- Collaborate with Marina Success Managers to create smooth transitions from implementation to ongoing support
- Surface implementation blockers, technical gaps, and customer experience issues to leadership
- Manage multiple implementations simultaneously while maintaining quality and attention to detail
- Build and refine implementation playbooks for different customer segments and product tiers
- Identify patterns in implementation challenges and recommend process improvements
- Contribute to scaling implementation operations as customer volume grows
Required Experience
- 1+ years in Implementation, Onboarding, Customer Success, or similar customer-facing role, preferably in SaaS or technology-driven environments
- Strong organizational skills with proven ability to manage multiple complex projects simultaneously
- Excellent communication and training skills—ability to explain technical concepts clearly to non-technical audiences
- Experience with CRM and implementation tools (Salesforce experience strongly preferred)
- Detail-oriented approach to data migration, system configuration, and customer-facing documentation
- Ability to balance multiple priorities, adapt quickly, and thrive in fast-paced environments
- Passion for technology, boating, hospitality, or operations is a plus
People succeed here when they:
- Are high-agency: You don't wait for permission or perfect information. You identify problems, propose solutions, and drive outcomes.
- Get their hands dirty: You build dock maps. You migrate data. You troubleshoot configurations. You don't just direct—you do.
- Think in first principles: You understand constraints and can reason from fundamentals rather than relying on playbooks.
- Embrace extreme ownership: When things go wrong (and they will), you own the outcome and fix it. No excuses.
- Balance speed with judgment: You know when to move fast and break things and when precision matters.
- Challenge ideas, then commit: You bring your perspective, debate vigorously, and then fully support the decision.
A Note on Culture
We share this openly so you can evaluate whether Dockwa is the right environment for you. We believe in full transparency during the interview process—not to coach you on what to avoid, but to give you the complete picture.
We are a small team that is winning. Problems grow exponentially with each person, not linearly. We intentionally preserve a lean organization because we want people at the source of problems with clear ownership and autonomy.
We move fast. Context is something we try to give but it doesn't always land perfectly. It's always okay to ask why. Over time, the trust battery goes up.
Everything is solvable. But not everything should be solved. We hate context switching. We'd rather keep people deep in a problem than abandon cart—but we won't chase bad bets for the sake of it.
We have a remarkably good group of humans here. There are no rules or roads where we're going—which makes it damn fun to take the pen and shape the next few turns.
Why Now
Implementation quality is the single greatest predictor of long-term retention. As Dockwa scales from $10M to $100M ARR, our ability to onboard customers seamlessly—getting them to value quickly and building adoption across our full platform—becomes the competitive moat that protects our 99% gross retention rate.
You're joining at an inflection point. We're launching new product modules, expanding internationally, and moving upmarket to serve enterprise marina operations. Each of these initiatives requires implementation sophistication we're building now. The Implementation Specialists who join today will define the playbooks, processes, and customer experience standards that scale with us.
This is also the moment when implementation evolves from art to science at Dockwa. We're building segment-specific playbooks, scalable training infrastructure, and customer success operations that transform tribal knowledge into repeatable systems. You won't just be implementing software—you'll be architecting the onboarding experience that determines whether we win or lose in the market.
The marinas you onboard this year become the reference customers, case studies, and expansion revenue opportunities that fuel our next three years of growth. Your work has direct, measurable impact on company success.
