Customer Success Manager, Enterprise

Description

Dot Compliance is a leading provider of cloud Quality and Compliance management solutions for the life science industry. Dot’s SaaS solutions are based on salesforce.com, the world’s most innovative cloud technology provider. We are a young and innovative software company looking to dramatically change how pharma, biotech, and medical device companies manage their quality and compliance-regulated processes.

We are looking for a Customer Success Manager (CSM) to become an integral part of our Enterprise Customer Success team. As a CSM, you will lead the enterprise customer through their journey at Dot Compliance, facilitate adoption, and ensure engagement. You will work in collaboration with the customers and closely with our services, support, product, and sales teams. 

Our ideal candidate should be passionate about learning innovative technologies, organizing information / data, working according to procedures and regulatory requirements, and keen on joining a growing and dynamic team. You will succeed in this role if you are a problem solver who likes to work with people to derive the best solution for both the customer and Dot. Customer success is our top value, and this role requires individuals to be customer service-oriented.  

Why Join Us?

• We adhere to our values – Customer Success, Sense of Urgency, Employee Empowerment, Collaboration and Respect, and Doing the Right Thing
• Competitive salary and benefits package
• Generous PTO/Vacation plan
• Paid holidays
• 401(k) plan with company match
• Professional growth and development

Responsibilities

As Enterprise CSM, you will play a critical role in ensuring Dot Compliance’s customers achieve success and derive maximum value from the platform, driving customer satisfaction, retention, and overall business growth.

1. Customer Onboarding & Adoption - Lead the onboarding process for enterprise customers, ensuring they understand how to leverage Dot Compliance’s SaaS solutions effectively. Provide ongoing education and enablement to customers on new features, updates, and best practices to ensure they stay informed and maximize their investment in the Dot Compliance platform.
2. Customer Relationship Management - Build and maintain strong, long-term relationships with enterprise customers, acting as a trusted advisor to ensure they maximize the value of Dot Compliance solutions. Proactively engage with customers to monitor their success, identify potential challenges, and offer timely solutions to ensure satisfaction and retention.
3. Collaboration Across Teams - Work closely with internal teams (Sales, Services, Support, and Product) to ensure seamless communication and effective problem resolution for customers. Partner with the Sales team to identify upsell opportunities and ensure successful renewals by managing customer expectations and satisfaction. Collaborate with the Product team to communicate customer feedback and help drive product enhancements that align with customer needs.
4. Customer Success Metrics & Reporting- Track and report on key customer success metrics (e.g., product usage, adoption rates, satisfaction levels, renewals, etc.) to ensure alignment with customer goals. Monitor customer health indicators to proactively address potential risks and ensure high levels of engagement and retention.
5. Quality & Compliance Advocacy- Leverage eQMS knowledge to guide customers through implementing and validating Dot Compliance solutions, ensuring they meet industry standards.

Requirements

• 3-5 years of experience in customer success management role working with enterprise customers.
• Excellent written and oral communication skills. 
• eQMS experience is highly valued.
• People-oriented and high social skills. 
• Technical orientation is a must. 
• Independent learner with the ability to adapt and understand concepts with agility. 
• Team Player, able to excel in a rapidly changing, hyper-growth, start-up environment. 
• Excellent presentation skills. 
• Knowledge of Salesforce administration or development - Preferred
• Knowledge in QA or software validation - Preferred
• Knowledge of the life science industry - Preferred