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.

The Lead Strategic Customer Success Manager plays a critical role in driving customer retention and long-term client value across DMI’s most strategic enterprise accounts. This role combines direct ownership of high-value client relationships with leadership responsibility managing 3 Customer Success Managers.

As a leader of the Customer Success organization, this individual will act as both a strategic advisor to enterprise clients and a player-coach to the broader Customer Success team, helping scale best practices in retention, adoption, and identifying expansion across the customer base.

Position Overview:

The Lead Strategic Customer Success Manager is responsible for driving gross revenue retention across DMI’s most strategic and highest-value accounts while leading a team of Customer Success Managers (3).

This role operates as a player-coach, combining direct ownership of enterprise client relationships with team leadership responsibilities including coaching, performance management, and operational oversight. The Lead CSM will partner closely with Sales, Product, and leadership to ensure consistent execution of customer engagement strategies while helping scale Customer Success best practices across the organization.
Success in this role is measured through Gross Dollar Retention (GDR), renewal performance, product adoption, customer satisfaction, and team performance across managed CSM accounts. The Lead CSM will also support forecasting, customer health tracking, and executive reporting in partnership with the Head of Sales.

Key Responsibilities

Own Gross Dollar Retention (GDR), renewals, and overall retention across DMI’s most strategic and highest-revenue enterprise accounts
Identify and support expansion opportunities across SaaS subscriptions, data feeds, and analytics solutions in partnership with Account Executives
Serve as a trusted advisor to senior stakeholders across asset managers, investment banks, law firms, and institutional investors, aligning DMI solutions with their strategic objectives
Lead executive engagement and Quarterly Business Reviews (QBRs) to demonstrate value, strengthen partnerships, and drive long-term client success
Manage the end-to-end post-sale customer lifecycle including onboarding, adoption, engagement, and renewal strategy
Monitor customer health, product usage, and engagement trends to proactively mitigate churn risk and increase platform adoption
Manage a team of 3 Customer Success Managers, coaching them on account strategy, renewal management, and customer engagement best practices
Partner cross-functionally with Sales, Product, Marketing, and Support to improve customer outcomes while providing leadership visibility into retention risks, customer trends, and growth opportunities

Required Experience/Skills

5+ years of experience in Customer Success, Account Management, or post-sale commercial roles within SaaS, data, or analytics-driven businesses

Demonstrated experience coaching or mentoring Customer Success professionals or operating in a player-coach leadership capacity

Proven ability to drive retention, renewals, and expansion within complex enterprise customer environments

Experience supporting senior stakeholders within financial services, governance, legal, 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 hygiene

Self-motivated, commercially minded, and comfortable operating in a fast-paced growth environment

About Us

Diligent is the AI leader in governance, risk and compliance (GRC) SaaS solutions, helping more than 1 million users and 700,000 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.

At Diligent, we're building the future with people who think boldly and move fast. Whether you're designing systems that leverage large language models or part of a team reimaging workflows with AI, you'll help us unlock entirely new ways of working and thinking. Curiosity is in our DNA, we look for individuals willing to ask the big questions and experiment fearlessly - those who embrace change not as a challenge, but as an opportunity. The future belongs to those who keep learning, and we are building it together. At Diligent, you’re not just building the future - you’re an agent of positive change, joining a global community on a mission to make an impact.

Learn more at diligent.com or follow us on LinkedIn and Facebook

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 programs to 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 to work 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 laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Diligent's EEO Policy and Know Your Rights. We 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 recruitment@diligent.com.}

_{To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.}

Customer Success Team Lead

Benefits

Job Description