Global Vice President of Customer Success

About the Role

The Global Vice President of Customer Success at Dot Compliance plays a crucial role within the leadership team, overseeing the Customer Success operations across North America, EMEA, and APAC. This role involves developing and implementing a worldwide customer success strategy to enhance adoption, satisfaction, retention, and growth for the company’s eQMS platform. The ideal candidate is a strategic thinker who remains closely engaged with both the team and customers’ everyday realities, able to streamline processes without creating bureaucracy, and adept at transforming insights into impactful business advancements.

This leadership position thrives in a fast-changing environment that values transparency, ownership, and open communication. The leader will independently make informed decisions and foster cross-functional and regional cooperation, collaborating closely with Sales, Professional Services, Product, Support, and Marketing to ensure a cohesive customer experience and drive meaningful value realization.

Balancing innovation and scalability, the candidate should leverage tools, data, and AI to boost efficiency and visibility without losing the human element of customer success. An inquisitive, pragmatic, and people-oriented approach is essential, with a focus on understanding existing dynamics before driving change.

This is a permanent remote role requiring some travel, preferably suited for candidates located in Eastern or Central time zones.

Responsibilities

• Refine and implement a global Customer Success strategy aligned with company goals.
• Grow and manage a high-performing team including regional leaders, managers, and Customer Success Managers (CSMs).
• Ensure a cohesive customer journey framework, balancing global consistency with local adaptability.
• Promote a customer-centric culture company-wide.
• Integrate frontline team insights into strategic priorities at the executive level.
• Enhance adoption, satisfaction, and retention through proactive engagement.
• Help customers achieve measurable business benefits and return on investment from Dot Compliance products.
• Continuously improve risk management, health scoring, and renewal processes.
• Develop Enterprise Customer Success methodologies to drive adoption, retention, and expansion in complex accounts.
• Act as executive sponsor for strategic clients and manage escalations.
• Maintain a personal client portfolio to stay connected with customer experiences.
• Balance customer-focused decisions with team advocacy to support both parties during challenges.
• Collaborate with Sales and Professional Services to identify and capitalize on upsell and cross-sell opportunities.
• Scale adoption programs for new products, licenses, and services.
• Shape pricing, packaging, and success plans for maximum renewal and value.
• Innovate through automation and AI use while preserving meaningful human interactions.
• Track and enhance KPIs like customer health, Net Promoter Score, retention, and growth.
• Leverage data-driven insights and technology to extend Customer Success impact.
• Ensure technology supports rather than replaces genuine relationships with customers and internal teams.
• Mentor regional leaders and foster a culture of innovation and empowerment.
• Align team performance with global targets and customer outcomes.
• Embed Dot Compliance's core values into Customer Success strategies, culture, and client interactions.
• Build trust and approachability as a leader invested in the team's professional development.

Requirements

• Bachelor’s degree required; MBA or advanced degree preferred.
• Over 10 years’ experience in Customer Success within B2B SaaS.
• At least 7 years managing global teams with success in scaling across regions.
• Background in life sciences, pharmaceuticals, or healthcare quality standards.
• Executive presence and the ability to influence C-suite and board members.
• Strong operational skills to create scalable processes.
• Excellent communication, collaboration, negotiation, and strategic thinking abilities.
• Ability to prioritize listening and learning from teams to implement sustainable, empathetic changes.
• A strong customer-first mindset with passion for long-term partnerships.
• Entrepreneurial mindset and comfort working in fast-growing, agile environments.
• A human-centered leadership style that advocates for the team and inspires exceptional customer service.
• Willingness to travel internationally as necessary.

Additional Information

Dot Compliance appreciates all applicant efforts but may only respond to those advancing in the process due to volume. The company is an equal opportunity employer committed to diversity and inclusion.