Global Vice President of Customer Success

About the Role

The Global Vice President of Customer Success will play a pivotal leadership role within Dot Compliance, overseeing the Customer Success teams across North America, EMEA, and APAC. This leader will architect and implement a comprehensive global strategy aimed at enhancing adoption, boosting satisfaction, increasing retention, and driving growth of the eQMS platform. The ideal candidate combines strategic insight with a hands-on approach, delivering structured processes without unnecessary bureaucratic complexity. They embrace complexity as an opportunity and convert insights into actionable business progress.

This individual thrives in a fast-paced, evolving setting that values transparency, ownership, and openness. They are independent decision-makers capable of fostering cross-functional and regional alignment. Collaboration with Sales, Professional Services, Product, Support, and Marketing teams will be essential to unify the customer journey and maximize value delivered by Dot Compliance solutions. A balanced focus on innovation through data and AI, while maintaining a customer-centric, human touch, is key.

The position is full-time remote with some travel requirements, particularly suitable for candidates based in Eastern or Central time zones.

Key Responsibilities

• Refine and execute a global Customer Success strategy aligned with overall company goals.
• Grow and lead a high-performing global team including regional heads, managers, and customer success managers.
• Develop and uphold a consistent yet regionally adaptable customer journey framework.
• Promote a customer-centric culture across the organization.
• Transform frontline team insights into executive-level strategic priorities.
• Drive customer adoption, satisfaction, retention through proactive engagement methods.
• Ensure measurable customer value and ROI from Dot Compliance’s products.
• Advance best practices concerning risk management, health scoring, and renewals.
• Create and scale Enterprise Customer Success playbooks to support complex and strategic accounts.
• Act as an executive sponsor for strategic customer accounts and manage escalations.
• Maintain a personal portfolio of customers to stay connected to their experiences.
• Balance customer-focused decisions with advocacy for the Customer Success team.
• Collaborate with Sales and Professional Services to identify and implement upsell and cross-sell opportunities, prioritizing Enterprise clients.
• Develop scalable programs to promote adoption of new features, modules, and licenses.
• Influence pricing, packaging, and success plans to optimize value and renewals.
• Introduce scalable innovations including automation and AI, preserving essential human interactions.
• Measure and improve KPIs such as customer health, NPS, retention, and expansion.
• Leverage data-driven insights and technology to expand Customer Success impact.
• Coach and develop regional leaders, fostering a culture of innovation and continuous growth.
• Ensure alignment of performance management with global and customer outcomes.
• Embody and instill Dot Compliance's values within the Customer Success team and strategies.
• Build trust and approachability as a leader invested in team development and success.

Required Qualifications

• Bachelor’s degree is mandatory; MBA or advanced degree preferred.
• At least 10 years of experience in Customer Success within B2B SaaS environments.
• Minimum of 7 years leading global teams with success in scaling across regions.
• Experience in life sciences, pharmaceuticals, or health quality standards sectors.
• Executive presence with demonstrated ability to influence C-suite and board-level stakeholders.
• Strong operational acumen for designing scalable, disciplined processes.
• Excellent skills in communication, collaboration, negotiation, and strategic planning.
• Demonstrated ability to listen, learn from the team, and implement sustainable, empathetic changes.
• Passion for customer-first approaches and cultivating long-term partnerships.
• Entrepreneurial spirit comfortable within fast-growing, agile organizations.
• Human-centered leadership style advocating for the team and inspiring exceptional customer experiences.
• Willingness to travel internationally as required.

Additional Information

Dot Compliance values diversity and inclusion and is an equal opportunity employer. While we appreciate every application, only those selected for further consideration will be contacted.