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About Us
Diligent is the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit and ESG. Empowering more than 1 million users and 700,000 board members and leaders with a holistic view of their organization's GRC practices so they can make better decisions, faster. No matter the challenge.
At Diligent, you are an agent of positive change. You are joining a team of passionate, smart, creative people who not only want to help build thesoftware companyof the future, but who want to make the world a more sustainable, equitable and better place.Be a part of a global community on a mission to make a real impact.
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Position Overview:
We are seeking a passionate and experienced customer obsessed leader to lead the Customer Success team in our Americas region. As a RVP of Customer Success, you will play a pivotal role in driving customer success, retention and growth in the largest segment of our customer base. You will be responsible for building and maintaining teams of Customer Success professionals, strong relationships with key customers, ensuring their ongoing success with our products and services, and proactively identifying and addressing potential issues and customer concerns.
Key Responsibilities:
- Manage a team of approximately 70 CS professionals in CSM, onboarding and training rolls to successfully manage the Diligent customer lifecycle to a 96%+ gross retention rate
- Retention of a $250M+ ARR, and approximately 7,000 customer book of business
- Guide the CSM team through a transition to multi-product responsibility with the customer base
- Guide CSMs to develop and implement customer success plans for a portfolio of assigned customers
- Oversee the execution of customer success initiatives,ensuring timely and effective delivery
- Proactively identify and address customer issues,escalating critical concerns to management
- Collaborate with cross-functional teams, such as Support, Customer Operations, Business Technical Systems, and Revenue Operations to resolve complex customer challenges and ensure alignment with overall business objectives
- Build and maintain strong relationships with our largest accounts key customer stakeholders,including executives and end-users
- Champion customer advocacy and act as a liaison between customers and the company
- Gather and analyze customer feedback to drive continuous improvement of products,services,and processes
- Contribute to the development and implementation of customer success best practices
Required Experience/Skills:
- Bachelor's degree in Business Administration,Marketing,or a related field
- 10+ years of experience in customer success or account management
- Proven track record of success in building and maintaining strong customer relationships
- Excellent communication and presentation skills
- Ability to think strategically and solve complex problems
- Strong project management and organizational skills
FLSA Status: Exempt
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., Baltimore, London, Galway, Budapest, Vancouver, Bengaluru, Munich, and Sydney.
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 alsoDiligent's and .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 .
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.