As a Customer Success Manager (CSM) at Dotfile, you’ll be a key driver of long-term customer satisfaction, product adoption, and expansion. You’ll partner with our clients from onboarding through renewal and help them maximise the value they achieve from Dotfile’s solutions. You’ll act as the trusted advisor for our customers, ensuring they successfully integrate, adopt, and expand with Dotfile.

We are looking for a CSM who has a blend of commercial acumen, relationship management and technical aptitude. You would be our first CSM to join the Customer organisation here at Dotfile and should be ready to have a significant impact on our EMEA customer base whilst being an independent self-starter.

Key Responsibilities

Customer Onboarding and Adoption

• Take over go-live responsibility from the onboarding phase carried out by our implementation team, ensuring a smooth transition and go-live 

• Coordinate internal teams (Sales, Product, Support) to ensure smooth implementation.

• Drive adoption and product engagement, helping customers realise value quickly. 

• Lead and optimise customer education 

Customer Relationship Management

• Build and nurture strong, long-lasting relationships with key stakeholders, identifying and nurturing champions. 

• Understand customer business goals, compliance challenges and success metric - develop joint goals to ensure success both for our customers and Dotfile

• Act as the primary point of contact for all post-sales interactions. 

Value Realisation and Growth

• Help customers achieve their business outcomes with Dotfile’s platform.

• Monitor usage, health scores and compliance KPIs to identify opportunities for improvement or expansion.

• Proactively recommend product features or best practices aligned to customer needs. 

Issue Resolution & Customer Advocacy

• Coordinate with technical support and product teams to resolve customer issues rapidly.

• Serve as the customer’s voice internally by conveying feedback to Product and Engineering.

• Advocate for customer needs in strategic planning and product prioritisation. 

Retention and Renewals

• Drive renewal processes by demonstrating ongoing product value.

• Independently identify upsell and cross-sell opportunities and work with sales on expansion opportunities 

• Maintain strong customer satisfaction and retention rates. 

Reporting and Best Practices

• Provide regular insights and reports to internal leadership on customer health, opportunities, and risks.

• Facilitate Quarterly Business Reviews (QBRs) and strategic roadmap discussions with clients.

• Contribute to building scalable success processes, playbooks and documentation.

• 3+ years experience in Customer Success, Account Management, or a related role, preferably in SaaS/RegTech/FinTech. A background in identity, KYC, KYB or AML is desirable

• Proven track record of managing a portfolio of mid to large-sized accounts across different verticals, focusing on driving retention, adoption, and meeting key business and CS KPIs/OKRs

• Experience managing customer relationships, onboarding and post-sales engagement.

• Strong problem-solving skills and the ability to understand complex compliance/technical solutions.

• Strong ability to analyse customer and product data to generate actionable insights and strategic plans

• Excellent communicator with the ability to engage technical and non-technical stakeholders alike.

• Experience managing and influencing key stakeholders at all levels within customer organisations to ensure alignment and partnership success

• Multilingual proficiency: English required; French is a plus.

• 45 minute call with Billal our Director of Customer Success, You will get the opportunity to tell your story, learn about Dotfile vision and ways of working and ask any question you want

• 30 min HR call with Louise, Chief of Staff.

• 1 hour Case Study/Task with a panel

• 30 min intro call with Vasco, our CEO