Strategic Customer Success Manager (CSM)

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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The Opportunity:

Diligent Market Intelligence (DMI) is a global provider of governance shareholder and market intelligence data delivered through SaaS platforms data feeds and analytics solutions. As part of Diligent a leading Governance Risk and Compliance (GRC) technology company DMI provides decision-grade intelligence that helps asset managers investment banks law firms and advisors anticipate risk engage shareholders and make informed strategic decisions.

Our clients rely on DMI across critical workflows including activism defense shareholder engagement corporate governance benchmarking proxy voting analysis reporting executive compensation evaluation and emerging stewardship data capabilities. These insights are delivered through subscription platforms data feeds and advanced analytics workflows.

This role is positioned at the center of DMIs next phase of customer growth and retention. You will play a critical role in maximizing long-term client value driving retention outcomes increasing adoption of our evolving intelligence platform and identifying strategic expansion opportunities across existing accounts.

As a Strategic Customer Success Manager you will act as a trusted advisor to senior stakeholders ensuring DMI solutions are embedded in client workflows while strengthening long-term partnerships across our global customer base.

Position Overview:

The Strategic Customer Success Manager is responsible for driving retention adoption and expansion across existing accounts within the Diligent Market Intelligence product portfolio. Success is measured through gross and net revenue retention renewal performance product adoption customer satisfaction and identifying expansion opportunities.

This individual contributor role manages the post-sale lifecycle from onboarding through renewal building strong executive relationships and aligning DMI intelligence solutions to customer business priorities. The role requires strong commercial acumen executive-level communication skills customer advisory capability and the ability to translate complex data capabilities into measurable business value.

Key Responsibilities

• Drive customer retention and renewal outcomes across assigned accounts
• Identify and support upsell/cross-sell opportunities across SaaS subscriptions data feeds and analytics solutions in partnership with Account Executives
• Serve as the primary point of contact for client relationships building trusted partnerships with stakeholders across asset managers advisors and institutional investors
• Own the post-sale customer lifecycle including onboarding adoption engagement renewal preparation and ongoing relationship management
• Build and maintain strong relationships with senior and executive-level stakeholders
• Drive customer success outcomes by understanding client objectives related to activism shareholder engagement governance analysis and market intelligence
• Execute value-based engagement tied to governance risk shareholder engagement stewardship and market intelligence workflows
• Collaborate closely with Customer Success Advisors to ensure customers receive effective product guidance training and ongoing support
• Monitor account health indicators product usage trends and engagement metrics to proactively address risks and improve retention
• Collaborate with Sales Marketing Product Solutions and Support teams to deliver integrated customer experiences
• Maintain accurate renewal forecasting customer health tracking and CRM hygiene in Salesforce
• Support client advocacy initiatives including references testimonials and case studies
• Demonstrate strong knowledge of customers business strategy competitive landscape and industry trends

Required Experience/Skills

• 35 years proven track record in Customer Success Account Management or post-sale commercial roles within SaaS data or analytics environments
• Proven ability to drive retention renewals and expansion within complex enterprise customer environments
• Experience supporting senior stakeholders within financial services governance or adjacent intelligence markets
• Excellent communication consultative engagement presentation and relationship-building skills
• Ability to clearly communicate value and insights derived from data research or intelligence products
• Strong forecasting discipline and Salesforce experience
• Self-motivated commercially aware and comfortable operating in a fast-paced growth environment

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.

_{We are a drug free workplace. Diligent is proud to be an equal opportunity employer. We do not discriminate based on race color religious creed sex national origin ancestry citizenship status pregnancy childbirth physical disability mental disability age military status protected veteran status marital status registered domestic partner or civil union status gender (including sex stereotyping and gender identity or expression) medical condition (including but not limited to cancer related or HIV/AIDS related) genetic information or sexual orientation in accordance with applicable federal state and local also consider qualified applicants regardless of criminal histories consistent with legal requirements. See alsoDiligents EEO Policy and Know Your are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability you may contact us at .}

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