Customer Success Team Lead

Diligent Corporation • Washington, DC

12h • Hybrid

About The Position

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 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.
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.

Requirements

• 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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed