Dot Compliance is a leading provider of cloud Quality and Compliance management solutions for the life science industry. Our SaaS solutions are built on Salesforce and help pharma, biotech, and medical device companies manage quality and compliance processes. We are seeking a Customer Success Manager (CSM) to join our Customer Success team in London, United Kingdom. The ideal candidate will be passionate about learning innovative technologies, organizing information and data, following procedures and regulatory requirements, and contributing to a growing, dynamic team. You will excel if you are a problem-solver who collaborates with customers to derive the best solution for both the customer and Dot. Customer success is our top value, and this role requires a customer-service orientation.

Key responsibilities: - Executive partnership and relationship management: Build and nurture multi-threaded relationships with stakeholders including executive sponsors and division leads (VP/Director level). Conduct structured Executive Business Reviews aligned with customer goals. - Retention, expansion and portfolio growth: Own Net Retention Rate across your account portfolio. Proactively mitigate renewal risks, lead contract renewal discussions, and identify cross-functional expansion opportunities. - Strategic adoption and 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 and health: Continuously monitor portfolio usag

Dot Compliance is a leading provider of cloud Quality and Compliance management solutions for the life science industry. Our SaaS solutions are built on Salesforce and help pharma, biotech, and medical device companies manage quality and compliance processes. We are seeking a Customer Success Manager (CSM) to join our Customer Success team in London, United Kingdom. The ideal candidate will be passionate about learning innovative technologies, organizing information and data, following procedures and regulatory requirements, and contributing to a growing, dynamic team. You will excel if you are a problem-solver who collaborates with customers to derive the best solution for both the customer and Dot. Customer success is our top value, and this role requires a customer-service orientation.

Key responsibilities: - Executive partnership and relationship management: Build and nurture multi-threaded relationships with stakeholders including executive sponsors and division leads (VP/Director level). Conduct structured Executive Business Reviews aligned with customer goals. - Retention, expansion and portfolio growth: Own Net Retention Rate across your account portfolio. Proactively mitigate renewal risks, lead contract renewal discussions, and identify cross-functional expansion opportunities. - Strategic adoption and 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 and health: Continuously monitor portfolio usag