Manager, Customer Success, North America
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
Average salary estimate
If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.
Join Packard Children’s Health Alliance as a Lead Medical Assistant II to provide exceptional support and guidance in a pediatric multi-specialty setting.
Join Dignity Health as a Care Coordination Assistant, where you will support licensed staff in delivering high-quality healthcare services.
Join Travel + Leisure Co. as a Seasonal Owner Onboarding Representative to drive owner satisfaction and educational excellence.
Ibero Business Center seeks a dynamic Bilingual Admin Business Specialist to empower entrepreneurs through effective training and support.
Join Shasta Regional Medical Center as a Social Worker II to support and counsel patients through their behavioral health challenges.
Join Dignity Health Medical Foundation as a Medical Assistant/Medical Office Representative in Las Vegas and contribute to high-quality patient care in an established nonprofit organization.
Become a vital part of Indus Hospitality Group as an Assistant Restaurant Manager, driving excellent operations and guest satisfaction.
Lowe's Foods is hiring a part-time Guest Service Leader to enhance guest experiences through effective supervision and service standards management.
Become a key player in delivering exceptional customer service from the comfort of your home as a Remote Customer Service Representative at OneTouch Direct.
Join Mintlify as a Support Agent and make a significant impact by providing top-notch technical assistance to developers.
Join Modern Pest Services as a Client Care Professional I to provide exceptional client support while working with an innovative and dedicated team.
Join Slocum-Dickson Medical Group as a Customer Service Specialist to deliver exceptional support to patients while managing billing inquiries.
Join WinnCompanies as an Occupancy Specialist I and play a key role in ensuring efficient tenant recertifications at The Meadowlands community.
Subscribe to Rise newsletter
🔮
Hi, I'm Risa! Your AI Career Copilot
you, just ask me below!
