Dot Compliance is an AI Empowered, innovative cloud-based software company providing electronic Quality Management System (eQMS) solutions to life sciences companies. Our solutions, built on the Salesforce platform, enable organizations to replace traditional paper-based quality processes with scalable, compliant, and efficient digital systems.
The Project & Customer Success Manager (PM/CSM) plays a dual role in ensuring the successful delivery, adoption, and ongoing satisfaction of the Dot Compliance eQMS platform within regulated industry environments (e.g. Life Sciences, MedTech, Pharma, and Biotech).
This position is responsible for leading implementation projects from initiation through go-live, managing stakeholder communication, maintaining project governance, and ensuring customers achieve measurable value from their investment. Post-deployment, the CSM continues to serve as the customer’s trusted advisor—driving system adoption, continuous improvement, and renewal success. You will work in collaboration with the customers and closely with our services, support, product, and sales teams.
The Project & Customer Success Manager (PM/CSM) plays a dual role in ensuring the successful delivery, adoption, and ongoing satisfaction of the Dot Compliance eQMS platform within regulated industry environments (e.g. Life Sciences, MedTech, Pharma, and Biotech). This position is responsible for leading implementation projects from initiation through go-live, managing stakeholder communication, maintaining project governance, and ensuring customers achieve measurable value from their investment. Post-deployment, the CSM continues to serve as the customer’s trusted advisor—driving system adoption, continuous improvement, and renewal success.
Key Responsibilities:
Project Management (Implementation Phase)
- Lead end-to-end implementation of the Dot Compliance eQMS solution, including project planning, scope definition, scheduling and delivery oversight.
- Act as the primary point of contact for customers during project execution, managing communications and expectations.
- Provide training, coaching and mentorship to help customer stakeholders develop their quality management system knowledge
- Coordinate with technical consultants, validation specialists, and product teams to ensure deliverables meet quality and regulatory standards.
- Conduct project governance meetings, track milestones, and report on progress and risks to both internal and client stakeholders.
Customer Success (Post-Implementation Phase)
- Build and maintain strong, long-term relationships with assigned customers, acting as their primary advocate within Dot Compliance.
- Develop and execute customer success plans focusing on adoption, satisfaction, and value realization.
- Monitor system usage metrics, identify opportunities for optimization, and recommend best practices for continuous improvement.
- Facilitate customer training, release updates, and system enhancement discussions.
- Collaborate with Sales and Product teams to identify expansion opportunities, renewals, and feedback for product roadmap alignment.
- Manage customer escalations and coordinate cross-functional support to ensure timely resolution.
- Represent the 'voice of the customer' in internal meetings and improvement initiatives.
- 5+ years of experience working with or for life sciences companies.
- Background knowledge of quality assurance, and regulatory requirements and processes in the life sciences industry, including but not limited to, document management, training management, supplier management, audit management, risk management, change management, CAPA management, and non-conformance processes.
- BS/BA degree in Science, Engineering or Business Administration OR an equivalent combination of education and work experience
- Experience implementing quality management systems for life sciences - Advantage.
- Demonstrated work history in full life cycle project implementation - Advantage
- Strong analytical and problem-solving abilities with attention to detail.
- Excellent verbal and written communication skills
- Demonstrated ability to manage multiple projects and priorities simultaneously.
- High customer empathy and commitment to long-term relationship success.
- Advanced training and presentation skills
- People-oriented and high social skills
- Team player, able to excel in a rapidly changing, high-growth, start-up environment
