Director, Customer Success - SMB/MDO at Diligent Corporation

Vancouver, British Columbia, Canada

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Governance Risk Compliance, SaaS, TechnologyIndustries

Requirements

Senior leadership experience managing a 30+ person Customer Success team
Expertise in driving customer outcomes, regional retention, and growth, including GRR/NRR, renewals, product adoption, and customer satisfaction
Ability to provide strategic direction, develop operational processes, and scale team capabilities
Proficiency in championing AI and automation use internally
Strong cross-functional partnership skills with BUs, GTMR teams, Onboarding, Training, Professional Services, Customer Success Associates, and Support
Capability to communicate and demonstrate Diligent’s value proposition effectively
Experience in enablement programs and coaching team members to develop product advocates and experts
Skills in building scalable client engagement, retention, and risk mitigation processes
Ability to lead global Customer Success initiatives and partner with global CS and Post-sales teams
Experience with high-volume, low ACV customer bases (average ACV <$8K)

Responsibilities

Take ownership of all core Customer Success metrics, including GRR, NRR, client retention, renewals, adoption, usage, and satisfaction across Diligent’s Mission Driven Organization brands
Drive strategies to monitor customer health at scale, proactively mitigate risk, and optimize forecasting and expansion plans using data-driven insights and AI-powered tools
Develop and manage high-impact engagement strategies tailored for high-volume, low ACV customer base, partnering with Onboarding, Training, Professional Services, Customer Success Associates, and Support teams
Create and iterate on digital-first engagement and save plays to deliver value and drive business outcomes for a large, diverse client set
Build, scale, and refine post-sale operating models for high-velocity, low ACV segments, including pooled resources and rapid-response support alongside dedicated named account management
Drive automation (incomplete in description, but implied in operational leadership)

Skills

Key technologies and capabilities for this role

Customer SuccessTeam LeadershipRevenue RetentionGRRNRRRenewalsProduct AdoptionAIAutomationGRCSaaSStrategic DirectionOperational ProcessesCross-functional Collaboration

Questions & Answers

Common questions about this position

What is the team size for this Customer Success role?

The role involves leading a 30+ person Customer Success team focused on SMB/MDO/Scaled CS.

What are the key metrics this role is responsible for?

The position owns core Customer Success metrics including Gross Revenue Retention (GRR), Net Revenue Retention (NRR), client retention, renewals, product adoption, and customer satisfaction.

What is the work arrangement or location for this position?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What does Diligent's company culture emphasize?

Diligent fosters a culture of bold thinking, fast movement, curiosity, fearless experimentation, embracing change, continuous learning, and making a positive impact through AI innovation.

Diligent Corporation

Provides governance, risk, and compliance solutions

About Diligent Corporation

Diligent provides governance, risk, and compliance (GRC) solutions through a subscription-based software-as-a-service (SaaS) platform. Their tools help organizations manage board activities, ensuring clarity and security in operations. Clients, including large enterprises and non-profits, use Diligent's software to streamline board management, comply with regulations, and support environmental, social, and governance (ESG) commitments. Diligent stands out from competitors by focusing on data security, user privacy, and a user-friendly interface. The company's goal is to help organizations navigate regulatory challenges and achieve their strategic objectives.

New York City, New YorkHeadquarters

1994Year Founded

$21.6MTotal Funding

SERIES_BCompany Stage

Consulting, Enterprise Software, CybersecurityIndustries

1,001-5,000Employees

Benefits

Flexible Work Hours

Health Insurance

Paid Vacation

Wellness Program

Risks

Data breaches raise concerns about Diligent's data security measures.

Expansion into Latin America may present operational and regulatory challenges.

New AI features could pose risks related to data privacy compliance.

Differentiation

Diligent serves over one million users from 23,000 organizations globally.

The company empowers 62% of the Fortune 500 with its GRC solutions.

Diligent integrates AI-driven analytics to enhance decision-making for board members.

Upsides

Diligent's new ESG module aligns with growing interest in ESG reporting.

Expansion in Latin America offers significant growth opportunities for Diligent.

Partnerships with firms like Aeries Technology accelerate market penetration.

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