Director, Customer Success - SMB​/MDO

New York, New York, United States;
Washington, District of Columbia, United States

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.

The Director of Customer Success for SMB/MDO/Scaled CS is a senior leader responsible for driving customer outcomes, regional retention and growth, and the performance of a 30+ 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.

You’ll provide strategic direction, develop operational processes, scale team capabilities, champion AI and automation use internally, and partner cross‑functionally to ensure the success of our clients across all segments and geographies within the region.

A primary focus of this role is to ensure the team have the right skills and capabilities to effectively communicate and demonstrate Diligent’s value proposition. This also includes partnering with the BUs and GTMR teams on enablement programs, and coaching team members to develop their direct reports as product advocates and experts.

This role finds opportunities to continuously improve the way we target and engage clients, including renewal & expansion opportunities, and leveraging AI and automation. A key focus is building scalable client engagement, retention, risk mitigation processes to proactively address client needs and improve retention.

Given the seniority of the role, this person will be a critical participant and leader for global Customer Success initiatives, requiring partnership with global CS and Post‑sales teams.

• Take ownership of all core Customer Success metrics, including Gross Revenue Retention (GRR), Net Revenue Retention (NRR), Client retention, renewals, adoption, usage, and satisfaction across Diligent’s Mission Driven Organization brands (average ACV