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
Similar Jobs
Healthtech • HR Tech • Kids + Family • Other • Social Impact • Telehealth
As a Customer Success Manager I, you will manage Small Business partnerships, ensure customer satisfaction, and provide operational and analytical support to the Customer Success team.
Top Skills:
CRMSalesforce
Consumer Web • Healthtech • Professional Services • Social Impact • Software
The Customer Success Manager will build relationships with group practices, promote product adoption, and identify growth opportunities while ensuring client satisfaction and success through tailored recommendations and support.
Edtech • Information Technology • Productivity • Business Intelligence • Consulting
As a Customer Success Manager, you will manage a portfolio of clients, drive engagement, and ensure successful outcomes with SAI's offerings through strategic guidance and support.
Top Skills:
GainsightSafeSalesforce Sales And Service Cloud
What you need to know about the Los Angeles Tech Scene
Los Angeles is a global leader in entertainment, so it’s no surprise that many of the biggest players in streaming, digital media and game development call the city home. But the city boasts plenty of non-entertainment innovation as well, with tech companies spanning verticals like AI, fintech, e-commerce and biotech. With major universities like Caltech, UCLA, USC and the nearby UC Irvine, the city has a steady supply of top-flight tech and engineering talent — not counting the graduates flocking to Los Angeles from across the world to enjoy its beaches, culture and year-round temperate climate.
Key Facts About Los Angeles Tech
- Number of Tech Workers: 375,800; 5.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Snap, Netflix, SpaceX, Disney, Google
- Key Industries: Artificial intelligence, adtech, media, software, game development
- Funding Landscape: $11.6 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Strong Ventures, Fifth Wall, Upfront Ventures, Mucker Capital, Kittyhawk Ventures
- Research Centers and Universities: California Institute of Technology, UCLA, University of Southern California, UC Irvine, Pepperdine, California Institute for Immunology and Immunotherapy, Center for Quantum Science and Engineering
