The Global Vice President of Customer Success is a key member of Dot Compliance’s leadership team, leading our Customer Success organization across North America, EMEA, and APAC. This person will shape and execute our global customer success strategy to drive adoption, satisfaction, retention, and growth across our eQMS platform. We’re looking for a leader who can think strategically while staying close to the day-to-day realities of the team and our customers. The right person brings structure without unnecessary bureaucracy, sees opportunity in complexity, and knows how to turn insights into action that moves the business forward. This role is a strong fit for someone who enjoys building in a dynamic, evolving environment, where openness, transparency, and ownership matter. We want a leader who is comfortable working independently, making thoughtful decisions, and creating alignment across functions and regions. partner closely with Sales, Professional Services, Product, Support, and Marketing to create a connected customer experience and help customers realize meaningful value from Dot Compliance’s solutions. The ideal candidate knows how to balance innovation with scale, using tools, data, and AI to improve efficiency and visibility, while never losing sight of the human side of customer success. Someone who is curious, practical, and people-first, who takes the time to understand what is really happening before jumping in to change it. Duties and Responsibilities Strategic Leadership - Refine and execute a global Customer Success strategy aligned with corporate objectives. - Scale a high-performing global team, including regional leaders, managers, and CSMs. - Maintain a unified customer journey framework, balancing global consistency with regional adaptability. - Champion a customer-first culture across the company. - Connect with the team’s experience on the ground and translate those insights into strategic priorities at the executive level. Customer Success Excellence - Drive customer adoption, satisfaction, and retention through proactive engagement strategies. - Ensure customers achieve measurable business value and ROI from Dot Compliance solutions. - Continuously refine best practices for risk management, health scoring, and renewal execution - Develop and scale Enterprise Customer Success methodologies and playbooks that drive consistent adoption, retention, and expansion across complex, strategic accounts. - Serve as executive sponsor for strategic customer relationships, including escalation management. - Own a personal book of business to stay close to the customer experience. - Balance customer-centric decision making with team advocacy, standing up for the team during difficult times while ensuring customers remain at the heart of our approach. Revenue Growth & Expansion - Partner with Sales and Professional Services to identify and execute upsell, cross-sell, and expansion opportunities with priority focus on enterprise accounts. - Evolve programs to drive adoption of new modules, licenses, and services in a scalable way. - Influence pricing, packaging, and success plans to maximize value and renewal outcomes. - Introduce imaginative, scalable approaches, including the thoughtful use of automation and AI, while preserving the human touch customers and employees value. Operational Excellence - Enhance and monitor KPIs for customer health, NPS, retention, and expansion. - Use automation, AI, and data-driven insights to scale customer success impact. - Ensure technology enables, rather than replaces, authentic human connection with customers and internal teams. Team Development - Mentor and develop regional leaders. - Foster a culture of continuous improvement, innovation, and empowerment. - Align performance management with global objectives and customer outcomes. - Nurture and embody Dot Compliance's values, ensuring they are embedded into Customer Success strategies, team culture, and customer engagement - Build trust and relatability as a leader by being approachable, supportive, and invested in the professional growth of the team. Requirements Key Requirements and Qualifications - Bachelor’s degree required, MBA or advanced degree preferred. - 10+ years of Customer Success in B2B SaaS. - 7+ years leading global teams, with proven success scaling across regions. - Strong background in life sciences, quality management, or regulated industries. - Executive presence with proven ability to influence at the C-suite and board level. - Strong operational discipline with the ability to design scalable processes. - Excellent communication, collaboration, negotiation, and strategic thinking skills. - Ability to listen first, learn from the team, and drive meaningful, sustainable change that balances scalability with empathy. - Customer-first orientation with a passion for long-term partnerships. - Entrepreneurial, innovative, and comfortable in high-growth, agile environments. - Human-first leader who advocates for the team, relates to their challenges, and inspires them to deliver world-class customer experiences. - Willingness to travel globally as needed. - Background in Life Sciences, Quality Management, or the Pharmaceutical industry is considered an asset. A+ if you meet these requirements null

• Own daily client support across all channels, including queue management, prioritization, and SLA adherence • Respond to clients with clear, empathetic, and solutions-oriented communication while resolving issues end-to-end • Investigate and troubleshoot medium-complexity and high-priority issues, escalating appropriately when required • Maintain accurate, complete documentation and execute workflows in HubSpot to ensure operational consistency • Collaborate cross-functionally to resolve billing, product, and event-related inquiries • Support client communication and logistics tied to events, workshops, and program delivery • Identify recurring issues and communicate insights to improve systems and reduce future tickets • Execute low-risk failed payment outreach and document outcomes within defined processes

At Serve Robotics, we’re reimagining how things move in cities. Our personable sidewalk robot is our vision for the future. It’s designed to take deliveries away from congested streets, make deliveries available to more people, and benefit local businesses. The Serve fleet has been delighting merchants, customers, and pedestrians along the way in Los Angeles, Miami, Dallas, Atlanta and Chicago while doing commercial deliveries. We’re looking for talented individuals who will grow robotic deliveries from surprising novelty to efficient ubiquity. Who We Are We are tech industry veterans in software, hardware, and design who are pooling our skills to build the future we want to live in. We are solving real-world problems leveraging robotics, machine learning and computer vision, among other disciplines, with a mindful eye towards the end-to-end user experience. Our team is agile, diverse, and driven. We believe that the best way to solve complicated dynamic problems is collaboratively and respectfully. The Merchant Success Lead owns the health, reliability, and growth of Serve’s merchant portfolio across third-party delivery platforms such as Uber and DoorDash. This role is accountable for merchant performance outcomes and defines the strategy, processes, and standards that drive retention, satisfaction, and order volume at scale. The Merchant Success Lead partners cross-functionally with Business Development, Operations, Product, and platform partners to solve systemic issues, influence roadmap decisions, and build scalable solutions that strengthen merchant performance and long-term partnerships. JOB DUTIES - Own end-to-end performance of Serve’s merchant portfolio, with accountability for merchant health, retention, reliability, and revenue growth across all supported delivery platforms - Lead the full merchant lifecycle strategy including onboarding, activation, engagement, and renewal, ensuring merchants successfully adopt and scale Serve’s delivery capabilities - Act as the primary point of contact for high-value and strategic merchants, building executive-level relationships and managing complex escalations with a focus on long-term solutions - Identify and resolve systemic issues impacting merchant performance, partnering with Operations, Product, Support, and Engineering to implement scalable fixes rather than one-off solutions - Translate merchant insights and performance data into actionable recommendations, influencing product, operational, and partnership decisions - Drive performance reviews and growth planning with key merchants, using data to identify opportunities to increase order volume, engagement, and retention - Own cross-platform coordination with partners such as Uber and DoorDash, aligning on merchant initiatives, resolving escalations, and advancing joint programs - Define and scale merchant success playbooks and operating standards, including onboarding, support, promotions, and issue resolution, to improve consistency and efficiency - Monitor and analyze portfolio-level performance trends, proactively identifying risks and opportunities and driving action across stakeholders - Lead strategic initiatives such as new market launches, platform integrations, and growth programs that expand and strengthen Serve’s merchant network - Mentor and elevate Partnership Managers and Associate Partnership Managers, providing guidance, sharing best practices, and improving team performance EXPERIENCE, QUALIFICATIONS, & SKILLS Required Experience, Qualifications, and Skills - 8+ years of experience in merchant success, account management, partnerships, operations, or related roles - Experience working with marketplace platforms, delivery platforms, or partner ecosystems - Demonstrated ability to manage complex stakeholder relationships and resolve operational challenges - Strong analytical skills with the ability to interpret performance metrics and identify business insights - Excellent communication and relationship management skills with the ability to engage internal and external partners - Experience using CRM or support platforms such as HubSpot, Zendesk, or similar tools - Ability to manage multiple priorities in a fast-paced environment - Ability to travel up to 25% for merchant meetings, field visits, and partner engagements What makes you stand out - Experience working in last-mile delivery, food tech, logistics, or marketplace environments - Experience supporting merchant or partner success programs at high-growth startups or scale-ups - Demonstrated experience building operational playbooks, SOPs, or partner enablement programs - Experience collaborating directly with platform account teams such as Uber, DoorDash, or similar marketplaces - Experience working cross-functionally with product and engineering teams to improve partner-facing tools or processes

• Design and execute integrated digital engagement campaigns that support onboarding, adoption, product utilization, lifecycle milestones, renewal readiness, and expansion awareness. • Own campaign strategy, planning, execution, and optimization across email, in-app, and other digital channels aligned to Customer Success priorities. • Build and maintain scalable lifecycle programs and campaigns based on customer segments, usage signals, and success milestones. • Partner with Customer Success, Product Marketing, Sales, and Support to align messaging, timing, and targeting across the post-sale customer programs. • Engage Marketing and Success Operations teams to execute and report on the programs. • Implement and optimize lead and engagement flows to ensure the right customers receive the right messages at the right time. • Leverage account-based and segment-based strategies to support high-value customers and strategic initiatives. • Track, analyze, and report on engagement performance, adoption indicators, and lifecycle impact; continuously refine programs based on insights. • Serve as a subject-matter expert on Customer Success digital engagement best practices, tools, and measurement.