Manager, Customer Success, North America

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