Senior Director, Enterprise CS - Remote (North America)

Dot Compliance; United States; Remote; USD 180,000 - 270,000; Full time

Job summary

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.

Qualifications

• 10+ years in enterprise customer success and account management in B2B SaaS.
• 5+ years leading teams, including 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

Responsibilities

• Build and lead 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.
• Lead the enterprise model with CS Leadership: define the strategic CSM role and develop playbooks.
• Own renewals and growth for the full North America book across strategic, enterprise and mid-market accounts.
• Partner with Sales to grow accounts across sites, products and new modules, and stay involved through close.
• Own a small set of largest and most strategic accounts as executive sponsor and day-to-day lead.

Skills

Enterprise CS leadership

Account management

Executive relationship building

Team leadership

Renewals & growth management

Life sciences domain knowledge

GxP-regulated software familiarity

AI and data-driven approach

Education

Bachelor's degree

MBA or advanced degree preferred

Job 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.