Customer Success Full Time NEW

What we’re looking for

An ambitious and high-performing CSM to join as the third member of our Customer Success team. You’ll partner with our largest and most strategic customers throughout the entire post-sales 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 role reports directly into our Head of Customer Success.

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

About Dock

Dock is the AI revenue enablement platform built for the way people buy today. We bring together content, deal execution, and customer collaboration into one shared workspace—so revenue teams can move faster, stay aligned, and win more.

With Dock, teams can:

• Enable reps with AI-powered content, guidance, and workflows
• Run deal rooms and onboarding workspaces that power structured, repeatable processes
• Train reps and customers with built-in LMS, playbooks, and on-demand enablement
• Manage the full lifecycle—from sales → onboarding → renewal in one place

Unlike legacy enablement tools, Dock isn’t just about content—it’s about enabling the work that actually closes deals and nurtures customer relationships.

Dock combines:

• AI-enablement & learning — content, playbooks, courses, and an assistant that guides reps in real time
• Buyer engagement + deal visibility — see who’s involved, what matters, and where deals stall
• Workspaces that drive execution — deal rooms, onboarding hubs, and workflows teams actually use

The result: Dock doesn’t just manage enablement—it operationalizes it across every deal and customer interaction.

What you’ll do:

Own the success of strategic customers

• Lead high-impact kickoffs and co-create success plans across multiple stakeholders and use cases (Enablement, Marketing, Sales, CS, RevOps)
• Run efficient working sessions that unblock teams and translate strategy into execution 
• Build deep, trust-based relationships from power users to executive sponsors
• Proactively identify risks and opportunities, balancing short-term needs with long-term account growth

Drive retention and growth

• Own renewals and expansions end-to-end, leading commercial conversations
• Run strategic reviews that connect product usage to business impact and drive executive alignment

Support the front lines with all customers

• Co-manage support channels and deliver a fast, high-quality customer experience
• 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
• Help write net-new and update Help Center articles as features are released

Help build the foundation of Customer Success at Dock

• Collaborate with Marketing, Product and Leadership to help shape our roadmap and positioning 
• Partner with Sales to ensure smooth hand-offs from day one
• Create and refine playbooks, onboarding flows, and customer-facing resources

Who you are:

• 5-7+ years of CSM experience in a SaaS environment
• Proven ability to own the end-to-end customer journey, including leading renewal conversations
• Excellent communication and relationship skills managing complex, multi-stakeholder accounts
• Comfortable managing multiple priorities and projects simultaneously without losing focus on what matters most
• Strong customer instinct—you’re deeply empathetic, meet customers where they are, and are relentless about delivering a great experience
• Thrive in fast moving, early-stage environments

Why Dock:

• Category-defining product: AI revenue enablement for modern GTM teams
• Real impact: Directly influences how deals are run—not just how content is stored
• Full lifecycle platform: Sales, onboarding, and customer success in one system
• Proven Success: GTM teams love Dock.

Compensation

• $100,000 – $150,000 + equity

About Dock

• Founders: Alex Kracov (CEO), Victor Kmita (CTO), Luc Chaissac (Design) — early Lattice team
• Backed by Craft Ventures, Jack Altman, and others
• Remote-first
• Scaling quickly

Equal Opportunity

Dock is committed to building an inclusive and diverse team. We provide equal opportunity to all applicants regardless of background or identity.