Global Vice President of Customer Success

Role Overview

The Global Vice President of Customer Success is a pivotal leadership role overseeing the Customer Success organization across North America, EMEA, and APAC for Dot Compliance. This role requires driving the global customer success strategy to boost adoption, satisfaction, retention, and growth of the eQMS platform. Ideal candidates are strategic thinkers who maintain close engagement with daily team and customer needs, bringing structured innovation without heavy bureaucracy, and turning insights into actionable business advancements.

Key Responsibilities

• Develop and implement a unified global Customer Success strategy aligned with company goals.
• Build and scale a high-performing team including regional leaders, managers, and customer success managers (CSMs).
• Maintain a customer journey framework that balances global consistency and regional relevance.
• Embed a customer-first culture company-wide.
• Translate frontline team insights into strategic priorities at the executive level.
• Drive proactive customer engagement to boost adoption, satisfaction, and retention.
• Ensure customers obtain measurable ROI and business value from Dot Compliance solutions.
• Refine best practices for risk management, health scoring, and renewal processes.
• Develop Enterprise Customer Success methodologies and playbooks targeting complex, strategic accounts.
• Serve as executive sponsor for key strategic accounts and manage escalations.
• Maintain a personal customer portfolio to stay connected to client experiences.
• Balance advocacy for both customers and the Customer Success team.
• Collaborate with Sales and Professional Services to identify and execute upsell and cross-sell opportunities, focusing on Enterprise clients.
• Advance programs to drive scalable adoption of new modules, licenses, and services.
• Influence pricing, packaging, and success plans to enhance value and renewal rates.
• Introduce scalable, innovative workflows leveraging automation and AI while preserving human connection.
• Optimize operational metrics including KPIs for customer health, NPS, retention, and expansion.
• Leverage data-driven insights and technology to enhance Customer Success impact.
• Mentor regional leaders, promote continuous improvement, innovation, team empowerment, and align performance management with global objectives.
• Live and promote Dot Compliance's values within team culture and customer engagement.
• Foster trust and approachability as a supportive and growth-oriented leader.

Qualifications

• Bachelor’s degree required; MBA or advanced degree preferred.
• Over 10 years of Customer Success experience in B2B SaaS.
• More than 7 years of experience leading and scaling global teams across multiple regions.
• Industry experience in life sciences, pharmaceuticals, or health quality standards is essential.
• Ability to influence C-suite executives and boards with strong executive presence.
• Strong operational discipline with skills in designing scalable processes.
• Excellent communication, collaboration, negotiation, and strategic thinking capabilities.
• Empathetic leadership style that balances listening, learning, and driving sustainable change.
• Deep customer-first mindset coupled with passion for long-term partnerships.
• Entrepreneurial spirit comfortable in dynamic, high-growth, and agile settings.
• Committed to advocating for team needs and inspiring world-class customer service delivery.
• Willing to travel internationally as required.

Additional Information

This is a fully remote full-time role, with an expected travel component, ideally suited to candidates in Eastern or Central Time zones. Dot Compliance values diversity and inclusion, creating an environment welcoming to all employees. Candidates should note that due to high application volume, only those selected for further consideration will be contacted.