Lead and develop a Customer Success team for North America, focusing on customer retention, satisfaction, revenue growth, and cross-functional collaboration.
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.
A+ if you meet these requirements
None
Top Skills
Salesforce
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