Dock

What it is

Dock is a buyer- and customer-facing workspace tool: digital sales rooms during the deal, then onboarding plans, mutual action plans, and white-labeled client portals after the close. One shared link per account holds the deck, the order form, the implementation checklist, and the shared notes, so the customer is not chasing a thread of attachments across email. The pricing model is its signature move — you pay only for internal seats; every external collaborator (prospect, champion, client, partner) joins free. That makes it the natural pick when a deal or an onboarding touches 8-15 stakeholders on the customer side.

It sits next to Gong-style revenue intelligence and the CS platforms (Gainsight, Vitally) rather than replacing either. Dock is the surface the customer actually sees; the CS platform is the internal system of record.

Why it shows up in Customer Success stacks

• Onboarding handoff is the same artifact as the deal room. The mutual action plan an AE built pre-sale converts into the post-sale onboarding plan, so the CSM inherits context instead of restarting it. This is the single strongest reason CS teams adopt Dock rather than a generic portal.
• External-stakeholder transparency. Each task is assignable to a named person on either side with a due date, so a stalled onboarding has a visible owner instead of a vague “waiting on the customer.”
• Engagement analytics. Asset-level tracking shows who opened the workspace, what they read, and how long they spent — an early churn-risk and stakeholder-coverage signal CSMs can act on.
• AI document generation. Dock AI drafts business cases, follow-ups, and onboarding content from live CRM fields, cutting the manual workspace-assembly time that otherwise kills portal adoption.

Pricing

• Free — up to 50 customer workspaces, unlimited external collaborators, basic integrations (Slack, Loom, PandaDoc).
• Standard — $350/mo billed monthly (5 internal seats included), or roughly $60/internal-seat/mo annual; adds Salesforce/HubSpot sync and Gong/Chorus.
• Premium — about $1,000/mo annual (10 seats); adds content management, learning playbooks, order forms, removed Dock branding, webhooks.
• Enterprise — custom; adds API access, SSO, automation, custom domain, managed implementation.

Additional internal seats run about $50/seat/mo. The free external-collaborator model is the real cost story: a 6-CSM team inviting 12 customer contacts per account pays for 6 seats, not 90.

Best for

• Post-sale CS and onboarding teams at B2B SaaS companies who want the sales-to-CS handoff to carry the same workspace, not a fresh start.
• Implementation-heavy products where onboarding spans weeks and many customer-side stakeholders, and the binding metric is time-to-first-value.
• Sales-and-CS orgs already running deal rooms in Dock pre-sale who want to extend the same surface into onboarding and renewals.

Do not buy Dock as your CS system of record. If you need health scores, automated risk plays, and NRR forecasting, that is a Gainsight, Vitally, or ChurnZero job — Dock is the customer-facing layer in front of one of those, not a substitute for it.

Watch-outs

• It is a portal, not a CS platform. Teams sometimes expect health scoring and renewal forecasting and find a (very good) workspace tool. Guard: scope Dock as the buyer/customer surface and keep your CS platform as the system of record; wire the two via the Salesforce/HubSpot sync.
• Workspace sprawl without a template discipline. Free workspaces are easy to spin up and easy to abandon half-built, which trains customers to ignore the portal. Guard: standardize on 2-3 onboarding templates, auto-populate from CRM, and archive stale workspaces quarterly.
• Adoption depends on the customer actually logging in. A portal nobody opens is worse than an email. Guard: use the engagement analytics as a leading indicator — if a workspace shows under 2 logins in the first onboarding week, escalate to a live call rather than assuming progress.
• CRM sync depth tiers up fast. Advanced Salesforce/HubSpot automation and API access live in Premium/Enterprise. Guard: confirm the specific sync fields and API endpoints you need are in the tier you are quoting before signing.

For the internal CS system of record this front-ends, see Gainsight, Vitally, and ChurnZero; for the call-intelligence signal that feeds deal rooms, see Gong.