Director, Customer Success

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Lead and guide the North America Customer Success team, comprising both managers and individual contributors.

• Assemble a high-performing team and establish clear coverage across strategic, enterprise, and mid-market accounts.

• Define the strategic Customer Success Manager role and create supporting playbooks in collaboration with Customer Success Leadership.

• Collaborate with Sales leadership on account planning, transitions, pipeline management, and expansion objectives.

• Leverage AI and data for account research, meeting preparation, and to identify early risk and growth indicators.

• Integrate customer feedback into Dot Compliance, including design partnerships that influence the product roadmap.

• Work alongside EMEA leadership to ensure a consistent strategic account service on a global scale.

• Personally oversee a select number of major strategic accounts as an executive sponsor and daily point of contact.

• Foster relationships across Quality, IT, and business stakeholders, engaging with VP and C-level leaders.

• Develop account and success plans and establish joint governance with customer leadership.

• Serve as the primary escalation point for at-risk strategic accounts and spearhead turnaround initiatives.

• Manage gross and net retention for the North America portfolio and lead contract renewals, including multi-year agreements and pricing strategies.

• Collaborate with Sales to expand accounts across different sites, products, and modules through close engagements.

• Accurately forecast renewals and risks, reporting account health to leadership.

⛳️ Requirements

• Over 10 years of experience in enterprise customer success and account management within B2B SaaS, working with large, multi-region accounts in global organizations.

• More than 5 years of experience leading teams, including managing both other managers and individual contributors.

• Experience in the life sciences sector, preferably with quality, compliance, or other GxP-regulated software.

• Demonstrated capability to build trust with VP and C-Level leaders at top 100 life sciences organizations.

• Proven history of managing renewals and growth for large, multi-site accounts, including negotiating multi-year contracts and pricing.

• Experience in developing or reshaping a Customer Success program, rather than just managing an existing one.

• A player-coach eager to personally manage customers while also developing a strong team.

• Familiarity with enterprise implementations and collaboration with Professional Services, Sales, and Support teams.

• Practical, hands-on experience using AI and data in the workflow of you and your team.

• A Bachelor's degree is required; an MBA or advanced degree is preferred.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health benefits including medical, dental, and vision coverage.

• Generous paid time off and holiday schedule.

• Opportunities for professional development and career advancement.