Global Vice President of Customer Success

Overview

As the Global Vice President of Customer Success at Dot Compliance, you will play an influential role within the leadership team, overseeing our Customer Success operations spanning North America, EMEA, and APAC. This role demands a strategic visionary who remains grounded in the practical day-to-day activities of the team and customers, focusing on driving adoption, satisfaction, retention, and growth across our eQMS platform.

The ideal candidate thrives in a fast-changing and evolving environment where transparency, ownership, and open communication are valued. They are independent decision-makers who build alignment across multiple functions and regions, collaborating closely with Sales, Professional Services, Product, Support, and Marketing to unify and enhance the customer experience.

Key Responsibilities

• Develop and implement a cohesive global Customer Success strategy aligned with company goals.
• Expand and lead a multi-regional, high-performing team, including managers and regional leaders.
• Maintain a consistent, yet adaptable customer journey framework across all regions.
• Champion a customer-centric culture throughout the organization.
• Translate frontline experiences into actionable strategic priorities.
• Drive proactive customer engagement to increase adoption, satisfaction, and retention.
• Ensure customers realize clear business value and ROI from our solutions.
• Implement best practices in risk and renewal management tailored to complex enterprise accounts.
• Serve as executive sponsor for important customer relationships and manage escalations.
• Manage a personal portfolio of customers to keep close to their experiences.
• Balance strong advocacy for the team with exceptional customer-centric decision making.
• Collaborate with Sales and Professional Services to uncover and execute growth opportunities, including upsells and cross-sells.
• Innovate scalable programs promoting adoption of new features and services, leveraging automation and AI thoughtfully.
• Track and enhance KPIs such as customer health, NPS, retention, and expansion through data-driven approaches.
• Mentor leaders and foster a culture dedicated to continuous growth and empowerment.
• Align team performance management with global goals and customer outcomes.
• Live and promote Dot Compliance's corporate values within Customer Success and beyond.
• Build meaningful relationships with team members by being approachable and supportive.
• Be prepared for global travel as necessary.

Qualifications

• Bachelor's degree is mandatory; advanced degrees (MBA preferred) are a plus.
• Over 10 years in Customer Success within B2B SaaS environments.
• Minimum 7 years experience in leading and scaling international teams.
• Experience in life sciences, pharmaceuticals, or health quality standards is essential.
• Proven executive presence with influence at C-suite and board levels.
• Strong operational skills with the ability to create scalable processes.
• Exceptional skills in communication, collaboration, negotiation, and strategic thinking.
• Ability to listen attentively, learn from the team, and implement sustainable change blending empathy with scale.
• Passion for building long-term, customer-first partnerships.
• Entrepreneurially minded, innovative, and comfortable in agile, high-growth environments.
• Committed to being a human-first leader advocating for the team and inspiring excellence.
• Willing to travel internationally as required.

Additional Information

This is a fully remote, full-time role with some travel obligations. Preference is given to candidates based in Eastern or Central US time zones.

Dot Compliance is an equal opportunity employer dedicated to embracing diversity and fostering inclusivity within its workforce.

Due to high volumes of applications, only shortlisted candidates will be contacted.