Director, Customer Success

Description

Dot Compliance is hiring a Director of Customer Success to lead our North America CS team and build

the global enterprise customer success strategy alongside the international director of CS. You will lead

the teams that cover our North America enterprise and mid-market customers, personally own a small

set of our largest and most strategic Pharma, MedTech and Biotech relationships, and build out a team

of senior strategic CSMs.

One of your first jobs will be to work with CS Leadership to define what strategic customer success looks

like at Dot, becoming the model for our teams globally. That includes how CS works alongside our

Professional Services team during implementation, so we understand each customer's value drivers well

before go-live and they see business outcomes early. Once a team or site is live, you own the

relationship through adoption, renewal and growth. You will do this hand in hand with Sales, aligning on

account plans, pipeline, and expansion from day one so customers see one Dot team.

This is a commercial role. And your first priority is the team: developing your managers and CSMs and

driving results through them. You will be accountable for the North America customer success book of

business, leading your team’s renewals, including multi-year terms and pricing and working closely with

sales on expansion. You will also personally own your own book of business. We want someone who

builds lasting relationships with VP and C-level leaders in Quality and IT, likes being in front of

customers, and uses data and AI to work more efficiently and give the team more time with customers.

What you'll do

Build and lead the team

• Lead and mentor the North America CS team including managers and individuals, raising the bar

on executive communications and commercial skills

• Build out a high-caliber team and set clear coverage across strategic, enterprise, and mid-market

accounts

• Build the enterprise model with CS Leadership: define the strategic CSM role, develop the

playbooks that support it and decide which customers get strategic coverage

• Partner with Sales leadership to work together on strategic accounts from account planning and

handoffs to shared pipeline and expansion goals.

• Use AI and data to give the team time back for customers, from account research and meeting

prep to early risk and growth signals

• Bring the customer voice back into Dot, including formal design partnerships that shape the

product roadmap

• Partner with the EMEA leadership team so strategic accounts are serviced the same in every

region

Lead our most strategic accounts

• Personally own a small set of our largest and most strategic accounts, as both executive sponsor

and day-to-day lead

• Build relationships across Quality, IT and the business, from day-to-day users up to VP and C-

level

• Build account plans & success plans around each customer's own goals and set up joint

governance with their leadership

• Act as the first escalation point for at-risk strategic accounts and lead the plan to turn them

around

Own renewals and growth

• Own gross and net retention for the full North America book across strategic, enterprise and

mid-market accounts, and lead your team’s renewals including multi-year terms and pricing

• Partner with Sales to grow accounts across sites, products and new modules, and stay involved

through close

• Forecast renewals and risk accurately across strategic, enterprise and mid-market accounts and

give leadership an honest read on the health of the book

Requirements

• 10+ years in enterprise customer success and account management in B2B SaaS, working with

large multi-region accounts within global organizations

• 5+ years leading teams, including experience leading managers as well as individual contributors

• Life sciences experience, ideally with quality, compliance or other GxP-regulated software

• Proven ability to build trust with VP and C-Level leaders at Top-100 life sciences organizations

• A track record of owning renewals and growth for large, multi-site accounts, including

negotiating multi-year deals and pricing

• Experience helping build or reshape a CS program, not only running one that already existed

• A player-coach who still wants to own customers personally while building a team

• Working knowledge of enterprise implementations and how to partner with Professional

Services, Sales, and Support.

• Practical, hands-on use of AI and data in how you and your team work

• Bachelor's degree required, MBA or advanced degree preferred