Director, Customer Success

Dot Compliance; United States; Remote; USD 180,000 - 240,000; Full time

Job summary

Dot Compliance Ltd. is seeking a Director of Customer Success to lead our North America CS team and shape the global enterprise CS strategy alongside the international CS director.

You will own major Pharma, MedTech and Biotech relationships and build a team of senior CSMs. Your first priorities include defining strategic CS, aligning with Sales on account plans, and ensuring strong adoption, renewal and growth.

Qualifications

• Lead and manage the North America CS team and regional accounts.
• Define what strategic customer success looks like at Dot and partner with CS leadership.

Responsibilities

• Build and mentor the North America CS team including managers and individual contributors.
• Own the book of business for North America, including renewals and expansion in strategic accounts.
• Collaborate with Sales to align on account plans, pipeline, and growth goals.
• Use data and AI insights to increase efficiency and deepen customer engagement.
• Develop enterprise-level CS playbooks and strategic coverage for select customers.
• Partner with Quality, IT and Business leaders to align on customer value and outcomes.
• Drive renewal and growth across strategic, enterprise and mid-market accounts.
• Own the overall health of the North America CS book and communicate risks and opportunities.

Job description

Dot Compliance is hiring a Director of Customer Success to lead our North America CS team and buildthe global enterprise customer success strategy alongside the international director of CS. You will leadthe teams that cover our North America enterprise and mid-market customers, personally own a smallset of our largest and most strategic Pharma, MedTech and Biotech relationships, and build out a teamof senior strategic CSMs.One of your first jobs will be to work with CS Leadership to define what strategic customer success lookslike at Dot, becoming the model for our teams globally. That includes how CS works alongside ourProfessional Services team during implementation, so we understand each customer's value drivers wellbefore go-live and they see business outcomes early. Once a team or site is live, you own therelationship through adoption, renewal and growth. You will do this hand in hand with Sales, aligning onaccount 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 anddriving results through them. You will be accountable for the North America customer success book ofbusiness, leading your team’s renewals, including multi-year terms and pricing and working closely withsales on expansion. You will also personally own your own book of business. We want someone whobuilds lasting relationships with VP and C-level leaders in Quality and IT, likes being in frontof 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 baron 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 theplaybooks that support it and decide which customers get strategic coverage
• Partner with Sales leadership to work together on strategic accounts from account planning andhandoffs to shared pipeline and expansion goals.
• Use AI and data to give the team time back for customers, from account research and meetingprep to early risk and growth signals
• Bring the customer voice back into Dot, including formal design partnerships that shape theproduct roadmap
• Partner with the EMEA leadership team so strategic accounts are serviced the same in everyregionLead our most strategic accounts
• Personally own a small set of our largest and most strategic accounts, as both executive sponsorand 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 jointgovernance with their leadership
• Act as the first escalation point for at-risk strategic accounts and lead the plan to turn themaroundOwn renewals and growth
• Own gross and net retention for the full North America book across strategic, enterprise andmid-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 involvedthrough close
• Forecast renewals and risk accurately across strategic, enterprise and mid-market accounts andgive leadership an honest read on the health of the book