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 global customer success strategies 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, sales, and marketing teams to align on customer success initiatives and goals.
• Conduct regular customer feedback sessions and analyze data to inform product development and service improvements.
• Ensure compliance with regulatory standards and maintain a positive reputation for customer service.

Requirements

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Proven experience in a leadership role within a Customer Success or similar function.
• Experience in the pharmaceutical, biotech, medical device, or cosmetics industries.
• Strong understanding of 21 CFR part 11, EU Annex 11, ISO 9001, 13485, 14971, and 27001 regulations.
• Excellent communication and interpersonal skills.
• Ability to work independently and manage multiple priorities.
• Experience with Salesforce and CRM systems.

Qualifications

• Proven ability to build and lead high-performing teams.
• Experience in driving customer satisfaction and retention metrics.
• Strong analytical skills with the ability to interpret data and make strategic decisions.
• Excellent problem-solving and conflict resolution skills.
• Passion for quality management and compliance in the life sciences industry.

Skills

• Strategic thinking and execution.
• Customer-centric approach.
• Leadership and team management.
• Data analysis and interpretation.
• Regulatory compliance knowledge.

Benefits

• Competitive salary and benefits package.
• Flexible work arrangements.
• Professional development opportunities.
• Work-life balance with generous vacation policy.

Pay

$150,000 - $180,000 annually.

Schedule

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