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The Global Vice President (VP) of Customer Success is a key member of the leadership team, responsible for leading our Customer Success organization across all regions (North America, EMEA, APAC). This leader will refine and execute the global customer success strategy to ensure adoption, satisfaction, retention, and growth of Dot Compliance’s eQMS solutions.
This role requires a leader who remains deeply connected to the day-to-day realities of the team, translating operational insights into strategic action that drives measurable business impact. The ideal candidate demonstrates a rare balance of innovation and scalability - leveraging tools, data, and AI to enable efficiency - while championing human connection, empathy, and team advocacy. This individual leads with curiosity and intent, taking time to understand the business, customers, and people before initiating change, and ensures that transformation is pursued thoughtfully, in alignment with organizational capacity and long-term success.
The VP will partner cross-functionally with Sales, Professional Services, Product, Support, and Marketing to create a unified customer experience, ensuring measurable value realization and strong advocacy among our customers. They will work with the Sales, Marketing and PS organizations to drive revenue expansion through long-term account partnerships.
Duties and Responsibilities
Strategic Leadership
- Refine and execute a global Customer Success strategy aligned with corporate objectives.
- Scale a high-performing global team, including regional leaders, managers, and CSMs.
- Maintain a unified customer journey framework, balancing global consistency with regional adaptability.
- Champion a customer-first culture across the company.
- Connect with the team’s experience on the ground and translate those insights into strategic priorities at the executive level.
Customer Success Excellence
- Drive customer adoption, satisfaction, and retention through proactive engagement strategies.
- Ensure customers achieve measurable business value and ROI from Dot Compliance solutions.
- Continuously refine best practices for risk management, health scoring, and renewal execution
- Develop and scale Enterprise Customer Success methodologies and playbooks that drive consistent adoption, retention, and expansion across complex, strategic accounts.
- Serve as executive sponsor for strategic customer relationships, including escalation management.
- Own a personal book of business to stay close to the customer experience.
- Balance customer-centric decision making with team advocacy, standing up for the team during difficult times while ensuring customers remain at the heart of our approach.
Revenue Growth & Expansion
- Partner with Sales and Professional Services to identify and execute upsell, cross-sell, and expansion opportunities with priority focus on enterprise accounts.
- Evolve programs to drive adoption of new modules, licenses, and services in a scalable way.
- Influence pricing, packaging, and success plans to maximize value and renewal outcomes.
- Introduce imaginative, scalable approaches, including the thoughtful use of automation and AI, while preserving the human touch customers and employees value.
Operational Excellence
- Enhance and monitor KPIs for customer health, NPS, retention, and expansion.
- Use automation, AI, and data-driven insights to scale customer success impact.
- Ensure technology enables, rather than replaces, authentic human connection with customers and internal teams.
Team Development
- Mentor and develop regional leaders.
- Foster a culture of continuous improvement, innovation, and empowerment.
- Align performance management with global objectives and customer outcomes.
- Nurture and embody Dot Compliance's values, ensuring they are embedded into Customer Success strategies, team culture, and customer engagement
- Build trust and relatability as a leader by being approachable, supportive, and invested in the professional growth of the team.
Key Requirements and Qualifications
- Bachelor’s degree required, MBA or advanced degree preferred.
- 10+ years of Customer Success in B2B SaaS.
- 7+ years leading global teams, with proven success scaling across regions.
- Strong background in life sciences, quality management, or regulated industries.
- Executive presence with proven ability to influence at the C-suite and board level.
- Strong operational discipline with the ability to design scalable processes.
- Excellent communication, collaboration, negotiation, and strategic thinking skills.
- Ability to listen first, learn from the team, and drive meaningful, sustainable change that balances scalability with empathy.
- Customer-first orientation with a passion for long-term partnerships.
- Entrepreneurial, innovative, and comfortable in high-growth, agile environments.
- Human-first leader who advocates for the team, relates to their challenges, and inspires them to deliver world-class customer experiences.
- Willingness to travel globally as needed.
- Background in Life Sciences, Quality Management, or the Pharmaceutical industry is considered an asset.
