Customer Success Manager, Digital

At Dot Compliance, we're dedicated to revolutionizing how we interact with our customers. We believe in the power of technology to enhance customer experiences and drive business growth. As we continue to expand, we seek a passionate and driven individual to join our team as a Customer Success Manager, Digital Touch.

As a Digital CSM, you'll play a crucial role in enabling a strong customer outreach in a scalable way, ensuring their success with our products and services. You'll be responsible for managing digital interactions, negotiating renewals, implementing strategies to drive customer engagement and retention, and mitigating risk.

If you have a passion for embracing new technologies, collaborating with others to deliver optimal solutions for customers, and are adept at adhering to procedures and regulatory standards, we'd love to hear from you. Join our dynamic and expanding team to embark on an exciting journey together!

Key Responsibilities:

● Ability to manage a book of business comprising over 100 customers.

● Manage and negotiate renewal & expansion opportunities to maximize customer retention and growth.

● Utilize software tools to keep customer records up-to-date and facilitate efficient communication.

● Analyze customer data, such as satisfaction, usage, and other feedback, to identify trends and provide recommendations on improving the customer experience.

● Support development and own execution of processes, workflows, and automation that drive internal efficiencies, level up the effectiveness of our Success team, and deliver greater value to our customers.

● Implement our digital strategy to consistently achieve measurable results, which will be utilized by our customer-facing teams, and empower all CSMs to efficiently handle their customer portfolios.

● Perform day-to-day management and maintenance of digital tools and consistently promote and assist with the implementation of process improvement.

● Develop engaging content for one-to-many distribution channels to support adoption, satisfaction, and identify expansion opportunities.

● Collaborate with the Customer Success leadership & cross-functional teams to refine customer journey mapping, enhance engagement strategies, and optimize automation processes to meet renewal / upsell targets.

REQUIREMENTS

● Bachelor's degree from a 4-year college or university.

● 3+ years of customer success management experience, with at least 1 year in digital or tech touch roles.

● Experience in life sciences and/or quality management strongly preferred.

● Proven ability to autonomously execute and deliver projects, adapting to new challenges to ensure results.

● Proficient in using Salesforce, MS Office, & Google Workspace.

● Familiarity with marketing, business intelligence, and other technology tools.

● Strong multitasking abilities in a fast-paced environment.

● Independent and self-motivated learner with technical orientation and the ability to quickly learn new concepts.

● Excellent written and verbal communication skills in English (additional languages a plus).

● Strong problem-solving and critical-thinking skills.

● Ability to prioritize tasks and manage time effectively.