Global Vice President of Customer Success

About the role

The Global Vice President of Customer Success is a key member of Dot Compliance’s leadership team, leading our Customer Success organization across North America, EMEA, and APAC. This person will shape and execute our global customer success strategy to drive adoption, satisfaction, retention, and growth across our eQMS platform.

Responsibilities

• Develop and implement a comprehensive global customer success strategy to enhance customer satisfaction and retention.
• Lead a team of Customer Success Managers to ensure high-quality customer interactions and support.
• Drive adoption of Dot Compliance’s eQMS platform among key stakeholders within customer organizations.
• Collaborate with product management, sales, and marketing teams to align on customer success initiatives and goals.
• Conduct regular customer feedback sessions to gather insights and improve the platform.
• Ensure compliance with regulatory standards and maintain a positive reputation for customer service.
• Monitor customer health and proactively address any issues to prevent churn.
• Develop and execute training programs for customers to maximize the value of the eQMS platform.

Requirements

• Bachelor's degree in Business Administration, Marketing, Sales, or a related field.
• Proven experience in a leadership role within a Customer Success or similar function.
• Strong understanding of 21 CFR part 11, EU Annex 11, and ISO standards.
• Excellent communication and interpersonal skills to build strong relationships with customers and internal teams.
• Experience in managing cross-functional teams and driving strategic initiatives.
• Ability to work independently and manage multiple priorities simultaneously.
• Knowledge of Salesforce and eQMS systems is a plus.

Qualifications

• Proven ability to lead and motivate a team towards common goals.
• Experience in driving customer satisfaction and retention metrics.
• Strong analytical skills to interpret customer data and make informed decisions.
• Ability to adapt to changing market conditions and customer needs.
• Passion for quality and compliance in the life sciences industry.

Skills

• Strategic thinking and execution.
• Customer-centric approach.
• Effective communication and presentation skills.
• Project management and organizational skills.
• Problem-solving and decision-making abilities.

Benefits

• Competitive salary and benefits package.
• Flexible work schedule.
• Professional development opportunities.
• Work-life balance.
• Collaborative and supportive team culture.

Pay

$150,000 - $180,000 annually.

Schedule

Full-time position, Monday through Friday, 9:00 AM - 5:00 PM.