Strategic Customer Success Manager

Dot Compliance; Greater London; On-site; GBP 55,000 - 85,000; Full time

Job summary

Dot Compliance is seeking a Customer Success Manager to join its growing Customer Success team in the UK. The role focuses on building executive-level relationships, driving net retention, and delivering value through tailored success plans within regulated environments.

You will own adoption metrics, monitor health signals, and act as the customer advocate across the organization, collaborating with cross-functional teams to ensure renewal and growth opportunities are realized.

Qualifications

• 5+ years of experience in a Customer Success Management role.
• Excellent written and oral communication in English.
• Strong technical orientation; independent learner; exposure to AI tools a plus.
• High social skills and a team-player mentality.
• Ability to thrive in a global hyper-growth startup environment.

Responsibilities

• Executive Partnership & Relationship Management: Build multi-threaded relationships with stakeholders including executive sponsors and division leads; conduct structured EBRs.
• Retention, Expansion & Portfolio Growth: Own Net Retention Rate; mitigate renewal risks; lead contract renewal discussions; identify cross-functional expansion opportunities.
• Strategic Adoption & Value Realization: Develop tailored success plans and value realization metrics to drive adoption in regulated environments.
• Proactive Account Governance & Health: Monitor portfolio usage, health scores, and organizational changes for long-term platform integration and satisfaction.
• Cross-Functional Account Leadership: Be the internal voice of the customer; drive strategic initiatives and handle escalations.
• Continuous Improvement: Contribute to scaling CS frameworks and playbooks across the global team.

Skills

Communication skills

English proficiency

Technical aptitude

Problem solving

Team player

Agility

Job description

Dot Compliance is seeking a Customer Success Manager to join its growing Customer Success team in the UK. The role focuses on building executive-level relationships, driving net retention, and delivering value through tailored success plans within regulated environments.

You will own adoption metrics, monitor health signals, and act as the customer advocate across the organization, collaborating with cross-functional teams to ensure renewal and growth opportunities are realized.