• Own and manage small-market client and broker relationships across a high-volume book of business (50–75 accounts), ensuring a consistently high-quality client experience. • Deliver an exceptional client experience by executing key workflows, monitoring account health, and proactively addressing risks. • Track and analyze client success KPIs, translating insights into action plans that drive engagement and retention. • Develop and execute engagement plans aligned to client goals, ensuring timely delivery of all initiatives and commitments. Assume full ownership of all engagement-related KPIs. • Manage multiple concurrent client projects with strong attention to detail, maintaining clear timelines, priorities, and deliverables. • Collaborate cross-functionally with Strategic Account Management, Sales, and Concierge (Member Services) to meet client needs, triage issues, and achieve engagement goals. • Lead client meetings and communications with key stakeholders and broker partners, providing education, insights, and actionable recommendations. • Represent the company in virtual and in-person client-facing sessions (up to 20% travel). Develop and deliver high-quality client reports, presentations, and educational sessions.

• Driving customer adoption, retention and satisfaction for an assigned book of accounts • Providing analyses on booking trends and pricing performance for clients • Building relationships with customers by driving value using a consultative approach to become an influencer and trusted extension of their team • Training clients on the basics of revenue management and how to effectively use our tool to increase revenue • Ensuring our customer’s success by analysing how they can maximise revenue and utilise Beyond to review booking data and charts to make pricing decisions • Securing annual subscription renewals and uncovering expansion opportunities • Performing regularly scheduled meetings with key stakeholders to ensure customer goals are being met • Monitoring and reporting on the health and risk of assigned accounts • Maintaining a deep understanding of Beyond Pricing’s suite of products • Reviewing Beyond’s algorithm performance in existing markets, making actionable recommendations based on data-driven insights • Partnering closely with the Revenue Management, Sales, and Customer Experience Teams and help mentor junior members of the team • Being the voice of the customer back to our Product organisation, communicate trending customer feedback and ideas

Role Description 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. Qualifications - 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.

• Own and manage a portfolio of customer accounts, with accountability for retention, renewal, and growth outcomes • Build relationships across multiple stakeholder levels, including administrators, business leaders, and executive sponsors, acting as trusted advisor • Partner with customers to understand their business goals and align platform usage to measurable outcomes and success metrics • Develop and execute account plans focused on retention, risk mitigation, and expansion opportunities • Proactively identify at-risk accounts and partner with the Customer Success leadership to stabilise and improve outcomes • Own the renewal process for assigned accounts, including customer engagement, coordination, and execution • Identify and drive expansion opportunities, including upsell and cross-sell, within existing accounts • Drive adoption and value realisation by ensuring customers are actively using the platform and achieving their desired outcomes • Lead customer business reviews focused on adoption trends, business outcomes, success metrics, and future opportunities • Monitor customer health, usage, and engagement signals to identify risks and opportunities early • Maintain accurate forecasting for renewals and expansion within assigned accounts • Partner with Product, Support, and other internal teams to resolve customer issues and improve overall experience • Serve as a voice of the customer, sharing feedback and insights to inform product and process improvements • Support change management within customer organisations to drive adoption and long-term success • Collaborate with Sales and pre-sales teams as needed to support expansion and strategic opportunities • Ensure all customer interactions and account updates are documented and tracked within internal systems