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

• Develop and maintain strong relationships with key stakeholders at Linear’s largest customers - act as the primary point of contact for customer inquiries, concerns, and feedback • Become a product expert and help customers use Linear to drive business outcomes • Drive customer onboarding and training on Linear’s features and best practices; continually strive to expand the usage and adoption of Linear within accounts • Be the voice of the customer; advocate for customer needs internally, collaborating with product, sales, and support teams to address challenges and drive enhancements in the product

• Own day-to-day administration of HubSpot: contact records, deal stages, pipeline accuracy, custom properties, and lifecycle stages. • Maintain a single source of truth for all member and prospect data - clean, current, and actionable. • Proactively identify and resolve duplicate records, data anomalies, and process gaps before they surface as problems. • Build and maintain workflows, sequences, and automations that support member acquisition, engagement, and retention. • Coordinate with the Partner/Origination and Managing Partner teams to ensure pipeline data reflects real-time activity. • Continuously improve the CRM architecture as the club scales - new pipelines, new stages, new segments. • Track and report on key funnel metrics: applications, conversions, member tenure, engagement signals, and re-engagement triggers. • Surface insights to leadership in a clear, concise format - no noise, just signal. • Build and maintain dashboards that give the team visibility into pipeline health at a glance. • Own audience segmentation and list management for outreach campaigns coordinated with the Director of Community & Operations. • Ensure the right message reaches the right segment at the right time - and that results are tracked cleanly. • Support the operational layer of new member onboarding - ensuring the right communications go out on schedule and that member records are updated as they move through each stage. • Liaise with the Director of Community & Operations to keep onboarding workflows current and optimised.