Manager, Customer Success, North America

Dot Compliance; Baltimore (MD); Remote; USD 100,000 - 140,000; Full time

Job summary

A fast-growing cloud-based software company is looking for a Manager for its Customer Success team across North America. This role requires a strategic leader with a strong background in customer engagement and satisfaction. Responsibilities include managing a team, enhancing customer relationships, and developing customer success initiatives. Ideal candidates will have a proven record in the B2B SaaS space and strong emotional intelligence. Competitive salary and benefits are offered along with a supportive remote working environment.

Benefits

Competitive salary and benefits package

Generous PTO/Vacation plan

Paid holidays

401(k) plan with company match

Professional growth and development

Fully remote environment

Qualifications

• 3+ years of leadership experience in Customer Success in a B2B SaaS environment.
• Strong understanding of customer lifecycle management and success planning.
• Excellent verbal and written communication skills; strong executive presence.

Responsibilities

• Lead and develop the NA Customer Success teams divided by customer tier.
• Own post-implementation customer engagement strategies to drive adoption and satisfaction.
• Conduct Executive Business Reviews with customer stakeholders to align on value and goals.

Skills

Customer lifecycle management

Customer retention

Leadership skills

Emotional intelligence

Communication skills

Tools

Salesforce

Job description

Dot Compliance is a fast-growing, cloud-based software company providing next-generation electronic Quality Management System (eQMS) solutions to life sciences organizations. Our mission is to empower customers to streamline quality and compliance processes while accelerating innovation and growth. With a growing customer base across the globe, we are seeking a strategic, customer-obsessed leader to manage and grow our North America Customer Success team.

About The Role

We are looking for a Manager, Customer Success – North America to lead a high-performing team of Customer Success Managers (CSMs) focused on driving value, adoption, and expansion within our existing customer base. Reporting to the VP of Customer Success, this individual will play a critical role in the post-sale customer journey, ensuring retention, satisfaction, and revenue growth. This is both a player-coach role and a leadership opportunity with significant impact and visibility.

Why Join Us?

• We adhere to our values – Customer Success, Sense of Urgency, Employee Empowerment, Collaboration and Respect, and Doing the Right Thing
• Competitive salary and benefits package
• Generous PTO/Vacation plan
• Paid holidays
• 401(k) plan with company match
• Professional growth and development
• Fully remote environment
  
  

Responsibilities

• Lead and develop the NA Customer Success teams, segmented by customer tier (Mid-Market and Enterprise).
• Coach, mentor, and upskill team members to build deep domain expertise and strong customer partnerships.
• Own and optimize post-implementation customer engagement strategies to drive adoption, satisfaction, and expansion.
• Serve as a regional escalation point for key accounts, ensuring swift and effective issue resolution.
• Collaborate cross-functionally with Professional Services, Support, Product, and Sales to align on customer needs and drive cohesive outcomes.
• Maintain a small portfolio of strategic accounts to stay close to customer needs and model best practices.
• Monitor and manage KPIs across the team, including Net Revenue Retention (NRR), gross retention, adoption metrics, and customer health.
• Conduct Executive Business Reviews with customer stakeholders to align on value, outcomes, and future goals.
• Support renewals and identify upsell/cross-sell opportunities in collaboration with Account Executives.
• Contribute to global CS initiatives by shaping tools, playbooks, and methodologies that scale customer success.
• Identify recurring customer challenges and work cross-functionally to develop solutions and process improvements.
  
  

Requirements:

• 3+ years of leadership experience in a Customer Success role within a B2B SaaS environment.
• Strong understanding of customer lifecycle management and success planning.
• Demonstrated ability to drive customer retention, satisfaction, and expansion.
• High emotional intelligence and people leadership skills.
• Technical aptitude and comfort working with complex software platforms.
• Excellent verbal and written communication skills; strong executive presence.
• Experience working in a dynamic, fast-paced, high-growth environment.
• Based in North America and able to work flexibly across time zones.
  
  

Preferred Qualifications

• Experience with Salesforce (admin or user-level).
• Familiarity with quality management or software validation processes.
• Background or experience supporting life sciences customers.