Global Vice President, Customer Success

Role overview

Dot Compliance is seeking a Global Vice President of Customer Success to join its leadership team and steer customer success across North America, EMEA, and APAC. In this position, you will define and run the global customer success approach for the company’s eQMS platform, with a strong focus on adoption, customer satisfaction, retention, and expansion.

The ideal leader can operate strategically while staying engaged with daily team and customer realities. You should bring clarity and structure without adding unnecessary layers, be comfortable navigating complexity, and turn insights into practical actions that support business growth.

This opportunity suits someone who thrives in an evolving environment where transparency, accountability, and ownership matter. You will work independently, make careful decisions, and align stakeholders across functions and geographies. You will also collaborate closely with Sales, Professional Services, Product, Support, and Marketing to deliver a connected customer experience and help customers gain real value from Dot Compliance’s solutions.

The company is looking for a people-first leader who is curious, pragmatic, and able to use tools, data, automation, and AI to improve efficiency and visibility while preserving the human side of customer success.

This is a full-time remote role with some travel. Preference is for candidates based in the Eastern or Central time zone.

Strategic leadership

• Design, refine, and implement a worldwide customer success strategy that supports business objectives.
• Build and scale a strong global organization that includes regional leaders, managers, and customer success managers.
• Keep the customer journey consistent globally while allowing for regional differences where needed.
• Promote a company-wide culture that puts customers first.
• Stay connected to the team’s day-to-day experience and use those insights to shape executive priorities.

Customer success excellence

• Improve adoption, satisfaction, and retention through proactive customer engagement.
• Help customers realize measurable value and ROI from Dot Compliance solutions.
• Continuously strengthen approaches to risk management, health scoring, and renewals.
• Develop enterprise customer success playbooks and methods that support consistent adoption, retention, and expansion across complex strategic accounts.
• Act as an executive sponsor for key customer relationships, including escalations.
• Manage a personal portfolio of accounts to remain close to the customer experience.
• Make customer-centered decisions while also advocating for the team when needed.

Revenue growth and expansion

• Work with Sales and Professional Services to uncover and execute upsell, cross-sell, and expansion opportunities, especially within enterprise accounts.
• Scale programs that encourage adoption of new modules, licenses, and services.
• Contribute to pricing, packaging, and success planning to improve value realization and renewal performance.
• Bring forward creative, scalable ideas, including thoughtful use of automation and AI, while keeping the customer experience personal.

Operational excellence

• Build and track KPIs related to customer health, NPS, retention, and expansion.
• Use automation, AI, and data-led insights to extend the impact of the customer success function.
• Ensure technology supports genuine human connection rather than replacing it.

Team development

• Coach and develop regional leaders.
• Create a culture focused on continuous improvement, innovation, and empowerment.
• Align performance management with global objectives and customer outcomes.
• Embed Dot Compliance’s values into customer success strategy, team culture, and customer engagement.
• Build trust by being approachable, supportive, and invested in team growth.

Requirements

• Bachelor’s degree is required; an MBA or other advanced degree is preferred.
• At least 10 years of customer success experience in B2B SaaS.
• At least 7 years of experience leading global teams and scaling across regions.
• Experience in life sciences, pharmaceuticals, or health quality standards.
• Strong executive presence with the ability to influence C-suite leaders and boards.
• Solid operational discipline and the ability to create scalable processes.
• Excellent communication, collaboration, negotiation, and strategic thinking skills.
• Ability to listen first, learn from the team, and drive sustainable change that balances scale with empathy.
• Customer-first mindset with a focus on long-term partnerships.
• Entrepreneurial, innovative approach and comfort working in high-growth, agile environments.
• Human-centered leadership style with the ability to support the team, understand their challenges, and inspire world-class customer experiences.
• Willingness to travel globally as needed.

Additional information

Dot Compliance appreciates every application and the effort behind it. Because of the volume of interest, only candidates moving forward in the process will be contacted, and individual responses may not be possible for every applicant.

Dot Compliance is an equal opportunity employer and values diversity. The company is committed to maintaining an inclusive workplace for all employees.

Eligibility

This role is open to experienced customer success leaders in B2B SaaS, particularly those with a background in life sciences, pharmaceuticals, or health quality standards. Candidates should be able to work remotely from the United States, ideally in the Eastern or Central time zone, and be available for global travel as required.