At a Glance
- Tasks: Build relationships, drive customer success, and ensure satisfaction with our innovative solutions.
- Company: Join a dynamic tech company revolutionising quality management in life sciences.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Other info: Exciting opportunity to grow in a global start-up atmosphere.
- Why this job: Be part of a team that values customer success and innovation in a fast-paced environment.
- Qualifications: 5+ years in Customer Success, strong communication skills, and a passion for technology.
The predicted salary is between 63000 - 77000 £ per year.
Dot Compliance provides a ready-to-deploy, Salesforce-native e QMS with the industry’s first AI specifically built to deliver safe, reliable decision guidance for critical quality issues.
This offers faster, more proactive quality and compliance through vertical AI that empowers data-driven decision making in life sciences quality and compliance.
The company’s solutions are trusted by life sciences companies, both large and small, worldwide.
The solutions are fully compliant with 21 CFR part 11, EU Annex 11 and support ISO 9001, 13485, 14971, and 27001.
Who we’re looking for
Dot Compliance is a leading provider of cloud Quality and Compliance management solutions for the life science industry.
Dot’s Saa S solutions are based on the world’s most innovative cloud technology provider, salesforce. com.
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 Customer Success team.
Our ideal candidate should be passionate about learning innovative technologies, organizing information / data, working according to procedures and regulatory requirements, and keen on becoming a part of a growing and dynamic team.
You will succeed in this role if you are a problem solver that 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.
Key Responsibilities
- Executive Partnership & Relationship
Management: Build and nurture multi-threaded relationships with stakeholders including executive sponsors, and division leads (VP/Director level).
Conduct structured Executive Business Reviews (EBRs) aligned with customer business goals.
- Retention, Expansion & Portfolio
Growth: Own Net Retention Rate (NRR) across your account portfolio.
Proactively mitigate renewal risks, lead strategic contract renewal discussions, and identify cross-functional expansion opportunities.
- Strategic Adoption & Value
Realization: Develop tailored joint success plans, change management strategies, and value realization metrics to drive adoption across complex, regulated operational environments.
- Proactive Account Governance & Health: Continuously monitor portfolio usage patterns, operational health scores, and organizational changes to ensure long-term platform integration and satisfaction.
- Cross-Functional Account Leadership: Serve as the internal advocate for key accounts ("Voice of the Customer"), drive strategic initiatives, and handle any account escalations.
- Continuous Improvement: Contribute to the scaling of the Customer Success frameworks, best practices, and playbooks across our global team.
Do you have what we’re looking for?
- Experience: 5+ years of experience in a Customer Success Management role.
- Communication: Excellent written and oral communication skills in English. Additional languages are a plus but not essential
- Technical
Aptitude: Strong technical orientation is a must; you should be an independent learner capable of mastering new software quickly.
Exposure to AI tools would be beneficial.
- Soft Skills: High social skills, a team-player mentality, and excellent presentation abilities.
- Agility: Ability to excel in a global hyper-growth, start-up environment with a proactive approach to problem-solving.
- Preferred Requirements
- Platform Knowledge: Experience with Salesforce administration or development.
- Industry Knowledge: Previous exposure to the Life Science industry, QA, or software validation is a major plus.
- Note: If you don't have life sciences experience, we look for a steep learning curve and a high drive to master the domain quickly.
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Customer Success Manager employer: Dot Compliance Ltd
At Dot Compliance, we pride ourselves on being an innovative and dynamic employer in the life sciences sector, offering a collaborative work culture that fosters growth and learning. As a Customer Success Manager, you will have the opportunity to engage with cutting-edge technology while building meaningful relationships with clients, all within a supportive environment that prioritises employee development and success. Our commitment to customer satisfaction and continuous improvement ensures that you will play a vital role in shaping the future of quality and compliance management.
