Customer Success Manager
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Job Description
Customer Success Manager driving retention, renewals, and adoption for Dot Compliance’s cloud quality and compliance solutions. Managing executive relationships across regulated life sciences accounts.
Responsibilities:
- Build and nurture multi-threaded relationships with executive sponsors and division leads at VP/Director level
- Conduct structured Executive Business Reviews aligned with customer business goals
- Own Net Retention Rate across the account portfolio
- Proactively mitigate renewal risks and lead strategic contract renewal discussions
- Identify cross-functional expansion opportunities
- Develop tailored joint success plans, change management strategies, and value realization metrics
- Drive adoption across complex, regulated operational environments
- Monitor portfolio usage patterns, operational health scores, and organizational changes
- Ensure long-term platform integration and customer satisfaction
- Serve as the internal advocate and Voice of the Customer for key accounts
- Drive strategic initiatives and handle account escalations
- Contribute to scaling Customer Success frameworks, best practices, and playbooks across the global team
Requirements:
- 5+ years of experience in a Customer Success Management role
- Excellent written and oral communication skills in English
- Strong technical orientation
- Ability to learn new software quickly independently
- Exposure to AI tools beneficial
- High social skills
- Team-player mentality
- Excellent presentation abilities
- Ability to excel in a global hyper-growth, start-up environment
- Proactive approach to problem-solving
- Salesforce administration or development experience preferred
- Previous exposure to the Life Science industry, QA, or software validation preferred
- Willingness and ability to quickly master the life sciences domain if lacking prior experience
Benefits:
- Customer success-oriented team environment
- Opportunity to learn innovative cloud technologies
- Opportunity to work in a growing and dynamic team
- Additional languages valued as a plus (not essential)
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