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Full-time
bachelor degree, postgraduate degree
Posted 19d ago
~40 hrs/week
Remote in New York, New York, United States
Responsibilities
Lead the global Customer Success organization across North America, EMEA, and APAC to drive adoption, retention, and growth of the eQMS platform. Partner with cross-functional teams to create a connected customer experience and scale high-performing regional teams.
Requirements
Requires a Bachelor's degree and over 10 years of B2B SaaS Customer Success experience, including 7+ years leading global teams. Candidates must have a background in life sciences or pharmaceuticals and the ability to influence at the executive level.
Full job description
The Global Vice President of Customer Success is a key member of Dot Compliance’s leadership team, leading our Customer Success organization across North America, EMEA, and APAC. This person will shape and execute our global customer success strategy to drive adoption, satisfaction, retention, and growth across our eQMS platform.
We’re looking for a leader who can think strategically while staying close to the day-to-day realities of the team and our customers. The right person brings structure without unnecessary bureaucracy, sees opportunity in complexity, and knows how to turn insights into action that moves the business forward.
This role is a strong fit for someone who enjoys building in a dynamic, evolving environment, where openness, transparency, and ownership matter. A leader who is comfortable working independently, making thoughtful decisions, and creating alignment across functions and regions. partner closely with Sales, Professional Services, Product, Support, and Marketing to create a connected customer experience and help customers realize meaningful value from Dot Compliance’s solutions.
The ideal candidate knows how to balance innovation with scale, using tools, data, and AI to improve efficiency and visibility, while never losing sight of the human side of customer success. Someone who is curious, practical, and people-first, who takes the time to understand what is really happening before jumping in to change it.
This is a full-time remote role with some travel component, ideally for candidates located in the Eastern or Central time zone.
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 that 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.
Requirements
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.
Background in life sciences, pharmaceuticals, or health quality standards.
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.
Thank you for your interest in joining us. We sincerely appreciate the time and effort involved in every application. Due to the volume of interest, only candidates selected to move forward will be contacted, and we may not be able to respond to each applicant individually.
Dot Compliance is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
AI-Powered eQMS for Life Sciences Quality Management
Industry
Software Development
Company size
201-500 employees
Founded
2015
Headquarters
Phoenix, Arizona
LinkedIn followers
19,493
Total funding
$51M
Dot Compliance offers an AI-powered, Salesforce-native eQMS featuring the industry’s first AI specifically built to deliver safe, reliable decision guidance for critical quality issues. This vertical AI enables faster, more proactive quality and compliance by empowering data-driven decision-making across life sciences organizations.
Offices: 2375 E Camelback Rd, Suite 600, Phoenix, Arizona 85016, US · 2 Oppenheimer St, Rehovot, Israel 7670102, IL · 30 Old Bailey, London, England EC4M 7AU, GB
Compliance21 CFR Part 11Quality ProcessesSQMSupplier Quality ManagementDocument ManagementCAPADeviationAdverse EventComplaint
How many Customer Service & Support jobs are open in New York, NY right now?
There are currently 11,246 open customer service & support positions in New York, NY listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Customer Service & Support roles in New York, NY?
Companies currently hiring include Domino's, Allied Universal, Compass Group, New York City Housing Authority (NYCHA), Macy's, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Customer Service & Support jobs in New York, NY?
Yes — 1576 of the 11246 open customer service & support positions offer remote or hybrid work (456 remote, 1120 hybrid).
How do I apply for Customer Service & Support jobs in New York, NY?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.