Client Success Advisor

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.

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 Client Success Advisor 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 Client Success Advisor is responsible for driving retention adoption and identifying expansion across existing accounts within the Diligent Market Intelligence product portfolio. Success is measured through gross and net revenue retention product adoption customer satisfaction and identifying expansion opportunities.

This role works closely with the Account Executives and Customer Success Managers managing the post-sale lifecycle from onboarding 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

• Serve as a trusted advisor to clients helping them understand and apply stewardship data - particularly director compensation and board composition - to support their governance and engagement objectives.
• Support client retention and engagement by ensuring smooth onboarding proactive adoption and meaningful value-driven interactions throughout the client lifecycle.
• Deliver platform walkthroughs data demonstrations and training sessions tailored to client use cases ensuring DMI data is effectively embedded in daily workflows.
• Work collaboratively within the Client Success Advisor team to manage a high volume of daily client queries through a dedicated support channel frequently compiling bespoke datasets to address individual client needs.
• Translate complex data and methodologies into actionable insights clearly explaining metrics such as pay structures incentives board diversity and committee composition.
• Partner closely with Account Executives and Customer Success Managers to support client renewals identify expansion opportunities and highlight areas of additional value.
• Collaborate with Product Research Engineering and Editorial teams to communicate client feedback influence product enhancements and ensure alignment between client needs and product strategy.
• Monitor account engagement platform utilization and client satisfaction metrics to proactively address risks and drive retention.
• Maintain accurate client documentation engagement notes and health indicators in CRM systems (e.g. Salesforce) to ensure transparency and accountability across teams.

Required Experience and Skills

• 24 years experience in a client-facing role such as Client Success Advisory Account Management or similar within a B2B SaaS or data-driven environment.
• Strong stewardship expertise with hands-on familiarity in director compensation and board composition data - including incentives independence tenure diversity and committee structures.
• Experience using stewardship or governance data for voting analysis governance assessments or engagement reporting.
• Proven ability to translate complex datasets and analytics into clear client-relevant insights that drive business value.
• Excellent communication and presentation skills with confidence discussing governance frameworks market practices and data methodologies with senior stakeholders.
• Demonstrated collaboration skills across Sales Product and Research teams with an ability to influence outcomes and ensure exceptional client experiences.
• Exposure to client retention renewals or expansion processes (direct ownership a plus).
• Comfortable working in a fast-paced data-driven environment with multiple clients and competing priorities.
• Experience working with CRM systems (e.g. Salesforce) and familiarity with engagement or usage analytics.
• Highly organized resilient and proactive - able to balance detailed stewardship discussions with big-picture client success goals

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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