Manage strategic customer relationships for a SaaS life-sciences compliance platform. Drive retention, renewals, expansion, adoption, and value realization; run executive business reviews, monitor account health, lead change management, and scale customer success playbooks.
Description
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.
- 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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