Note: The job is a remote job and is open to candidates in USA. Dot Compliance is a leader in eQMS solutions, and they are seeking a Global Vice President of Customer Success to lead their Customer Success organization globally. The role involves shaping and executing a customer success strategy to enhance adoption, satisfaction, retention, and growth across their platform.
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 that 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
Skills
- Bachelor's degree required
- 10+ years of Customer Success in B2B SaaS
- 7+ years leading global teams, with proven success scaling across regions
- Background in life sciences, pharmaceuticals, or health quality standards
- Executive presence with proven ability to influence at the C-suite and board level
- Strong operational discipline with the ability to design scalable processes
- Excellent communication, collaboration, negotiation, and strategic thinking skills
- Ability to listen first, learn from the team, and drive meaningful, sustainable change that balances scalability with empathy
- Customer-first orientation with a passion for long-term partnerships
- Entrepreneurial, innovative, and comfortable in high-growth, agile environments
- Human-first leader who advocates for the team, relates to their challenges, and inspires them to deliver world-class customer experiences
- Willingness to travel globally as needed
- MBA or advanced degree
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