Regional Vice President, Customer Success

Diligent Corporation•Washington, NY

23d•$200,000 - $250,000•Hybrid

About The Position

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 Position Overview: The Regional VP of Customer Success for AMER MM, SMB, MDO is a senior leader responsible for driving customer outcomes, regional retention and growth, and the performance of a 70+ 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 for the Commercial segments of our AMERS customer base. You will 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 Commercial 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 senior team members, Directors and Managers, 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 including leveraging AI and automation. A key focus is building scalable, automated 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. This role will be responsible for all aspects of the segment CS budget including headcount planning, cost and expense management.

Requirements

Experience: 12+ years in customer-facing roles within B2B SaaS, 10+ years in a senior CS leadership role (RVP, VP or Sr. Director)
Demonstrated success leading post-sales functions (CS, Onboarding, Renewals, Support – or if only one, then CS) with a deep understanding of the AMERS SaaS landscape
Developed team-level KPIs to drive towards a high-performing team of CS professionals
Deep understanding of the GRC and enterprise software market across the region
Driven outstanding client retention and expansion results, achieving or exceeding targets consistently
Proven track record of meeting or exceeding retention, expansion and client satisfaction targets
Skills: Develop and execute on CS strategy to drive client retention, satisfaction and product engagement
Strong command of CS metrics: NRR, GRR, CSAT, time-to-value, health scores
Strategic thinker with hands-on experience building segmentation and engagement models
Hands on experience building AI/Automation or Tech Touch for Customer Success to build a scalable CS motion to engage the long-tail of customers
Proficient in CS tech and analytics tools (e.g., Gainsight, Salesforce). Has already leveraged AI and automation to build efficiency, scale and drive better client experiences
Able to operate at both strategic and tactical levels; comfortable with ambiguity
Skilled in executive-level communication, customer engagement, and cross-functional influence
Strong commercial acumen, with fluency in sales and expansion methodologies
Leadership: Experience leading geographically distributed, multi-layered, high performing teams
Expertise in change management, team design, and organizational scaling
Ability to influence internal stakeholders and align teams around customer outcomes
Passionate about developing leaders and reinforcing a high-trust, high-performance culture
Strong understanding of Diligent solution strategy and able to identify and build a team structure that provides optimal support ecosystem across the region
Ability to manage and navigate executive level conversations to drive departmental behaviors across all lines of the business

Nice To Haves

Location in NYC or Washington DC is highly preferred

Responsibilities

Own Customer Outcomes & Strategy: Own GRR, NRR, renewals, client adoption, usage, and satisfaction targets for the stated segments of customers
Drive customer health monitoring, risk mitigation, forecasting, client success plans/outcomes and expansion planning with Account managers
Own overall client engagement strategy for the segments in alignment with the overall global strategy.
Define how the client should move up their maturity curve, in partnership with Onboarding & Training, PS, CSA and Support leadership
Act as executive sponsor for key strategic accounts and elevate customer advocacy efforts
Create repeatable Client engagement plays and save plays to drive client and business outcomes
Operational Leadership: Build and scale the segment post-sale operating model, including QBRs, success playbooks, customer journeys, customer engagement, and lifecycle KPIs across regions and client segments.
Partner with cross-functional teams in order to deliver on that model
Establish and enhance reporting capabilities to track team performance, drive accountability and improve retention forecasting. This includes ensuring quarterly and monthly targets and other KPIs are set
Find opportunities to scale and deliver great client outcomes via AI and automation. Develop an automated/tech touch strategy to engage the long tail of customers and complement CS engagement
Manage regional CS budget, including headcount, expenses, and operational efficiency
Develop and implement strategic customer account plans to accommodate corporate goals
Team Development: Lead and mentor a multi-level team, including Directors, Managers, and CSMs
Foster a high-performance culture rooted in accountability, collaboration, and client centricity
Establish clear role expectations and KPIS for each role and hold the team accountable. Lead fair but firm performance management to reinforce expectations and the high standards of Diligent
Drive a culture of curiosity and a desire to grow and learn; in partnership with the global team and the BUs, build a product mastery journey to have the CSMs be product ‘experts’, able to champion our products to our clients and drive product adoption
Define and implement career development, coaching frameworks, and compensation strategies in partnership with HR, Finance and global CS leadership
Communicate regularly with the regional team to inform, motivate, recognize, educate and celebrate!
Strategic Collaboration: Partner with Sales and Account Management to drive expansion and renewal strategies
Partner with all other Post-Sales teams (Onboarding/training, PS, CSAs, Support) to drive a seamless and world-class customer experience, ultimately leading to delivering on client expectations and outcomes
Collaborate with the BUs (Product and Engineering) to influence roadmap decisions and customer growth strategies based on customer feedback
Work with Enablement, Marketing, Community, and Training teams to scale customer education and engagement
Analyze geographic data to identify growth opportunities and optimize go-to-market motions
Be on point to drive strategic vision and planning exercises as part of the annual planning process
Customer Voice and Advocacy: Represent the regional customer voice in internal forums and strategy sessions
Promote and expand participation in customer events, reference programs, and peer communities
Embed a unified, customer-first mindset across the region and support internal alignment on shared KPIs
Capture customer feedback to inform product (BU) roadmaps and needed complementary services

Benefits

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

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