At a Glance
- Tasks: Build relationships, drive customer success, and ensure satisfaction with innovative cloud solutions.
- Company: Join a young, dynamic software company revolutionising life science compliance management.
- Benefits: Competitive salary, growth opportunities, and a collaborative team environment.
- Other info: Fast-paced start-up culture with opportunities for continuous learning.
- Why this job: Make a real impact in the life sciences industry while developing your skills.
- Qualifications: 5+ years in Customer Success, strong communication, and a passion for tech.
The predicted salary is between 46125 - 56375 £ per year.
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.
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.
Requirements
- 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
At Dot Compliance, we pride ourselves on being a forward-thinking employer that fosters a culture of innovation and collaboration. As a Customer Success Manager, you will be part of a dynamic team dedicated to transforming the life science industry through cutting-edge technology, with ample opportunities for professional growth and development. Our commitment to customer success is matched by our supportive work environment, making Dot Compliance an exceptional place to build a meaningful career.
