Customer Success Manager

Dot Compliance provides a ready-to-deploy, Salesforce-native eQMS 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.

Dot Compliance is a leading provider of cloud Quality and Compliance management solutions for the life science industry. Dot’s SaaS solutions are based on the world’s most innovative cloud technology provider,  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

• Relationship Management: Nurture customer relationships built on advocacy, loyalty, and trust through consistent, consultative interactions (email, web meetings, and in-person).
• Retention & Growth: Reduce churn by identifying risks and developing mitigation plans. Manage renewal negotiations and identify expansion opportunities to drive revenue.
• Strategic Adoption: Drive overall satisfaction and value realization through business reviews, webinars, and strategic engagement plans.
• Customer Health: Monitor solution usage and "health" to ensure customers are meeting their goals with the Dot Compliance platform.
• Cross-Functional Collaboration: Act as the "Voice of the Customer" by collaborating with Sales, Professional Services, and Support teams to handle escalations and requirements.
• Global Integration: Lead initiatives to build resources and tools that assist with adoption and customer value realization while collaborating with our global teams.
• KPI Ownership: Meet and exceed key performance indicators (KPI’s) for Adoption, Growth, and Advocacy.

Qualifications & Skills

• Experience: 3-5 years of experience in a Customer Success Management role.
• Communication: Excellent written and oral communication skills in Hebrew and English.
• 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.
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  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.