Director, Customer Success

Job not on LinkedIn

🔥 0 minutes ago

🌵 Arizona – Remote

🌵 Arizona – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Dot Compliance

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

🏥 Healthcare

💼 Consulting

🧬 Biotechnology

💰 $17.5M Series B on 2024-04

Healthcare • Consulting • Biotechnology

Dot Compliance is an industry leader in developing AI-powered electronic Quality Management Systems (eQMS) tailored for the life sciences sector, including pharmaceutical, biotechnology, and medical device industries. Their platform simplifies and accelerates compliance and quality management processes, enabling organizations to innovate faster while ensuring regulatory adherence. With a focus on efficient document management, change management, and risk management, Dot Compliance utilizes advanced AI technology to provide actionable insights for quality assurance and operational excellence.

📋 Description

• Lead and mentor the North America CS team, including managers and individual contributors • Build a high-caliber team and set clear coverage across strategic, enterprise, and mid-market accounts • Define the strategic CSM role and develop supporting playbooks with CS Leadership • Partner with Sales leadership on account planning, handoffs, pipeline, and expansion goals • Use AI and data for account research, meeting preparation, and early risk and growth signals • Bring customer feedback into Dot Compliance, including design partnerships shaping the product roadmap • Partner with EMEA leadership to ensure consistent strategic account service globally • Personally own a small set of major strategic accounts as executive sponsor and day-to-day lead • Build relationships across Quality, IT, and business stakeholders through VP and C-level leaders • Create account and success plans and establish joint governance with customer leadership • Act as first escalation point for at-risk strategic accounts and lead turnaround plans • Own gross and net retention for the North America book and lead renewals, including multi-year terms and pricing • Partner with Sales to expand accounts across sites, products, and modules through close • Forecast renewals and risk accurately and report account health to leadership

🎯 Requirements

• 10+ years in enterprise customer success and account management in B2B SaaS, working with large multi-region accounts within global organizations • 5+ years leading teams, including experience leading 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

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