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Dot Compliance · 2 months ago

Global Vice President of Customer Success

Arizona, United States

Full-time

Onsite

Director/Executive

10+ years exp

Dot Compliance is a leader in eQMS solutions, and they are seeking a Global Vice President of Customer Success to refine and execute their global customer success strategy. This role involves driving customer adoption, satisfaction, and retention while partnering with various departments to enhance the customer experience and ensure measurable value realization.

Cloud ManagementComplianceInformation TechnologyLife ScienceMedical DevicePharmaceutical

Growth Opportunities

Responsibilities

Refine and execute a global Customer Success strategy aligned with corporate objectives

Scale a high-performing global team, including regional leaders, managers, and CSMs

Maintain a unified customer journey framework, balancing global consistency with regional adaptability

Champion a customer-first culture across the company

Connect with the team’s experience on the ground and translate those insights into strategic priorities at the executive level

Drive customer adoption, satisfaction, and retention through proactive engagement strategies

Ensure customers achieve measurable business value and ROI from Dot Compliance solutions

Continuously refine best practices for risk management, health scoring, and renewal execution

Develop and scale Enterprise Customer Success methodologies and playbooks that drive consistent adoption, retention, and expansion across complex, strategic accounts

Serve as executive sponsor for strategic customer relationships, including escalation management

Own a personal book of business to stay close to the customer experience

Balance customer-centric decision making with team advocacy, standing up for the team during difficult times while ensuring customers remain at the heart of our approach

Partner with Sales and Professional Services to identify and execute upsell, cross-sell, and expansion opportunities with priority focus on enterprise accounts

Evolve programs to drive adoption of new modules, licenses, and services in a scalable way

Influence pricing, packaging, and success plans to maximize value and renewal outcomes

Introduce imaginative, scalable approaches, including the thoughtful use of automation and AI, while preserving the human touch customers and employees value

Enhance and monitor KPIs for customer health, NPS, retention, and expansion

Use automation, AI, and data-driven insights to scale customer success impact

Ensure technology enables, rather than replaces, authentic human connection with customers and internal teams

Mentor and develop regional leaders

Foster a culture of continuous improvement, innovation, and empowerment

Align performance management with global objectives and customer outcomes

Nurture and embody Dot Compliance's values, ensuring they are embedded into Customer Success strategies, team culture, and customer engagement

Build trust and relatability as a leader by being approachable, supportive, and invested in the professional growth of the team

Qualification

Customer Success StrategyB2B SaaS ExperienceLife Sciences KnowledgeGlobal Team LeadershipOperational DisciplineExecutive PresenceCommunication SkillsCustomer-first OrientationInnovative MindsetEmpathyCollaboration SkillsNegotiation SkillsStrategic Thinking