Customer Success Team Lead

The OpportunityDiligent 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.Position OverviewThe 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 ResponsibilitiesOwn Gross Dollar Retention (GDR), renewals, and overall retention across DMI's most strategic and highest-revenue enterprise accountsIdentify and support expansion opportunities across SaaS subscriptions, data feeds, and analytics solutions in partnership with Account ExecutivesServe as a trusted advisor to senior stakeholders across asset managers, investment banks, law firms, and institutional investors, aligning DMI solutions with their strategic objectivesLead executive engagement and Quarterly Business Reviews (QBRs) to demonstrate value, strengthen partnerships, and drive long‐term client successManage the end‐to‐end post‐sale customer lifecycle including onboarding, adoption, engagement, and renewal strategyMonitor customer health, product usage, and engagement trends to proactively mitigate churn risk and increase platform adoptionManage a team of 3 Customer Success Managers, coaching them on account strategy, renewal management, and customer engagement best practicesPartner cross‐functionally with Sales, Product, Marketing, and Support to improve customer outcomes while providing leadership visibility into retention risks, customer trends, and growth opportunitiesRequired Experience/Skills5+ years of experience in Customer Success, Account Management, or post‐sale commercial roles within SaaS, data, or analytics‐driven businessesDemonstrated experience coaching or mentoring Customer Success professionals or operating in a player‐coach leadership capacityProven ability to drive retention, renewals, and expansion within complex enterprise customer environmentsExperience supporting senior stakeholders within financial services, governance, legal, or adjacent intelligence marketsExcellent communication, consultative engagement, presentation, and relationship‐building skillsAbility to clearly communicate value and insights derived from data, research, or intelligence productsStrong forecasting discipline and Salesforce hygieneSelf‐motivated, commercially minded, and comfortable operating in a fast‐paced growth environmentU.S pay range: $86,300—$107,900 USDHybrid Work ModelTo 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.About UsDiligent 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. Diligent created the modern governance movement.What Diligent Offers YouCreativity 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 clientsWe 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 fewWe 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 SydneyDiversity 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.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.#J-18808-Ljbffr