Regional Vice President, Customer Success

About Us

Diligent is the AI leader in governance risk and compliance (GRC) SaaS solutions helping more than 1 million users and 700000 board members to clarify risk and elevate governance. The Diligent One Platform gives practitioners the C-Suite and the board a consolidated view of their entire GRC practice so they can more effectively manage risk build greater resilience and make better decisions faster.

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Position Overview:

The Regional VP of Customer Success for AMER MM SMB MDO is a senior leader responsible for driving customer outcomes regional retention and growth and the performance of a 70 person Customer Success team. This role focuses on delivering world-class customer experiences and exceeding metrics for gross and net revenue retention (GRR/NRR) renewals product adoption and customer satisfaction for the Commercial segments of our AMERS customer base.

Youwillprovide strategic direction develop operational processes scale team capabilitieschampionAIand automation use internallyand partner cross-functionally to ensure the success of our clients acrossCommercial segments and geographies within the region.

A primary focus of this role is to ensure the team have the right skills and capabilities toeffectivelycommunicate and demonstrateDiligentsvalue proposition. This also includes partnering with the BUs and GTMR teams on enablement programs and coaching senior team membersDirectorsand Managers to develop their direct reportsas product advocates and experts.

This role finds opportunities to continuously improve the way we target and engage clientsincludingrenewal& expansionopportunities and including leveraging AI and automation.A key focus isbuilding scalable automatedclient engagementretentionrisk mitigation processestoproactivelyaddress client needs and improve retention.

Given the seniority of the role this person will be a critical participant and leaderforglobalCustomer Successinitiatives requiring partnership with global CS and Post-sales teams.

This role willbe responsible forall aspectsof thesegmentCS budget includingheadcount planningcostand expense management.

Key Responsibilities:

Own Customer Outcomes& Strategy:

• OwnGRR NRR renewalsclientadoption usage and satisfaction targetsfor thestatedsegments of customers
• Drive customer health monitoring risk mitigation forecasting client success plans/outcomes and expansion planning with Account managers
• Own overall client engagement strategy for the segments in alignment with the overall global how the client should move up their maturity curve in partnership with Onboarding & Training PS CSA and Support leadership
• Act as executive sponsor for key strategic accounts and elevate customer advocacy efforts
• Create repeatable Client engagement plays and save plays to drive client and business outcomes

Operational Leadership:

• Build and scale thesegmentpost-saleoperatingmodel including QBRs success playbookscustomer journeyscustomer engagementand lifecycle KPIsacross regions and client with cross-functional teamsin order todeliver on that model
• Establish and enhance reporting capabilities to track team performance drive accountability and improve retention includes ensuring quarterly and monthly targets and other KPIs are set
• Find opportunities to scale and deliver great client outcomes via AI and an automated/tech touch strategy to engage the long tail of customers and complement CS engagement
• Manage regional CS budget including headcount expenses and operational efficiency
• Develop and implement strategic customer account plans to accommodate corporate goals

Team Development:

• Lead and mentor a multi-level team including DirectorsManagersand CSMs
• Foster a high-performance culture rooted in accountability collaboration and client centricity
• Establish clear role expectations and KPIS for each role and hold the team fair but firm performance management to reinforce expectations and the high standards of Diligent
• Drive a culture of curiosity and a desire to grow and learn; in partnership with the global team and the BUs build a product mastery journey to have the CSMs be product experts able to champion our products to our clients and drive product adoption
• Define and implement career development coaching frameworks and compensation strategies in partnership with HR Finance and global CS leadership
• Communicate regularly with the regional team to inform motivate recognize educate and celebrate!

Strategic Collaboration:

• Partner with Sales and Account Management to drive expansion and renewal strategies
• Partner with all other Post-Sales teams (Onboarding/training PS CSAs Support) to drive a seamless and world-class customer experience ultimately leading to delivering on client expectations and outcomes
• Collaborate with the BUs (Product and Engineering) to influence roadmap decisions and customer growth strategies based on customer feedback
• Work with Enablement Marketing Community and Training teams to scale customer education and engagement
• Analyze geographic data to identify growth opportunities and optimize go-to-market motions
• Be on point to drive strategic vision and planning exercises as part of the annual planning process

Customer Voice and Advocacy:

• Represent the regional customer voice in internal forums and strategy sessions
• Promote and expand participation in customer events reference programs and peer communities
• Embed a unified customer-first mindset across the region and support internal alignment on shared KPIs
• Capture customer feedback to inform product (BU) roadmaps and needed complementary services

Experience/Skills:

Experience:

• 12 years in customer-facing roles within B2B SaaS 10 years in a senior CS leadership role (RVP VP or Sr. Director)
• Demonstrated success leading post-sales functions (CS Onboarding Renewals Support or if only one then CS) with a deep understanding of the AMERS SaaS landscape
• Developed team-level KPIs to drive towards a high-performing team of CS professionals
• Deep understanding of the GRC and enterprise software market across the region
• Driven outstanding client retention and expansion results achieving or exceeding targets consistently
• Proven track record of meeting or exceeding retention expansion and client satisfaction targets
• Location in NYC or Washington DC is highly preferred

Skills:

• Develop and execute on CS strategy to driveclientretentionsatisfactionand product engagement
• Strong command of CS metrics: NRR GRR CSAT time-to-value health scores
• Strategic thinker with hands-on experience building segmentation and engagement models
• Hands on experience building AI/Automation or Tech Touch for Customer Success to build a scalable CS motion to engage the long-tail of customers
• Proficient in CS tech and analytics tools (e.g. Gainsight Salesforce).Has already leveraged AI and automation to build efficiency scale and drive better client experiences
• Able to operate at both strategic and tactical levels; comfortable with ambiguity
• Skilled in executive-level communication customer engagement and cross-functional influence
• Strong commercial acumen with fluency in sales and expansion methodologies

Leadership:

• Experience leading geographically distributed multi-layered high performing teams
• Expertise in change management team design and organizational scaling
• Ability to influence internal stakeholders and align teams around customer outcomes
• Passionate about developing leaders and reinforcing a high-trust high-performance culture
• Strong understanding of Diligent solution strategyandable to identify and build a team structure that provides optimal support ecosystem across the region
• Ability to manage and navigate executivelevelconversations to drive departmental behaviorsacrossall lines of the business

What Diligent Offers You

• Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients
• We care about our people.Diligent offers a flexible work environment global days of service comprehensive health benefits meeting free days generous time off policy and wellness programsto name a few
• We have teams all over the world. We may be headquartered in New York City but we have office hubs in Washington D.C. Vancouver London Galway Budapest Munich Bengaluru Singapore and Sydney.
• Diversity is important to us. Growing maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team facilitate dialogue and foster understanding.

Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology insights and connections they need to drive greater impact and accountability to lead with purpose. Our employees are passionate smart and creative people who not only want to help build the software company of the future but who want to make the world a more sustainable equitable and better place.

Headquartered in New York Diligent has offices in Washington D.C. London Galway Budapest Vancouver Bengaluru Munich Singapore and Sydney. To foster strong collaboration and connection this role will follow a hybrid work model. If you are within a commuting distance to one of our Diligent office locations you will be expected towork onsite at least 50% of the time.We believe that in-person engagement helps drive innovation teamwork and a strong sense of community.

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