Director, Customer Success
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Job Description
Director leading Dot Compliance’s North America customer success team and strategic life sciences SaaS accounts. Owning renewals, expansion, executive relationships, and global CS strategy.
Responsibilities:
- 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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