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About the Role
Dot Compliance is seeking a passionate Customer Success Manager to join their team. This role is ideal for individuals who are eager to learn innovative technologies, organize data, and work within regulatory frameworks. The ideal candidate is a problem-solver dedicated to finding optimal solutions for both customers and Dot, with a strong emphasis on customer service.
Responsibilities
- Build and nurture multi-threaded relationships with stakeholders, including executive sponsors and division leads.
- Conduct structured Executive Business Reviews (EBRs) aligned with customer business goals.
- Own Net Retention Rate (NRR) across the account portfolio.
- Proactively mitigate renewal risks and lead strategic contract renewal discussions.
- Identify cross-functional expansion opportunities.
- Develop tailored joint success plans, change management strategies, and value realization metrics.
- Drive adoption across complex, regulated operational environments.
- Continuously monitor portfolio usage patterns, operational health scores, and organizational changes.
- Ensure long-term platform integration and customer satisfaction.
- Serve as the internal advocate for key accounts ('Voice of the Customer').
- Drive strategic initiatives and handle account escalations.
- Contribute to the scaling of Customer Success frameworks, best practices, and playbooks.
Requirements
- 5+ years of experience in a Customer Success Management role.
- Excellent written and oral communication skills in English.
- Strong technical orientation and ability to master new software quickly.
- High social skills, a team-player mentality, and excellent presentation abilities.
- Ability to excel in a global hyper-growth, start-up environment.
- Proactive approach to problem-solving.
- Experience with Salesforce administration or development is preferred.
- Previous exposure to the Life Science industry, QA, or software validation is a major plus.
- Demonstrated steep learning curve and high drive to master the domain quickly if lacking life sciences experience.
Skills
- Customer Success Management
- Relationship Management
- Executive Business Reviews (EBRs)
- Net Retention Rate (NRR) Management
- Contract Renewal
- Cross-functional Collaboration
- Change Management
- Value Realization
- Account Governance
- Problem-Solving
- Technical Aptitude
- Salesforce Administration/Development (Preferred)
- Life Science Industry Knowledge (Preferred)
- QA Knowledge (Preferred)
- Software Validation Knowledge (Preferred)
- AI Tools Exposure (Beneficial)
- Presentation Skills
- Teamwork
- Agility
Location
- Remote
Work Type
- Full-time
Experience Level
- 5+ years
About the Company
- Dot Compliance is a leading provider of cloud Quality and Compliance management solutions for the life science industry.
- Dot’s SaaS solutions are based on salesforce.com technology.
- We are a young and innovative software company aiming to transform how pharma, biotech, and medical device companies manage their regulated processes.