Apply on Employer Site

Diligent · 10 hours ago

Regional Vice President, Customer Success

Washington, DC

Full-time

Hybrid

Director/Executive

$200K/yr - $250K/yr

12+ years exp

Diligent is an AI leader in governance, risk and compliance SaaS solutions, assisting over 1 million users and 700,000 board members. The Regional VP of Customer Success is responsible for driving customer outcomes, retention, and growth while leading a large Customer Success team to enhance client engagement and satisfaction.

Business IntelligenceCollaborationComplianceData CenterInformation TechnologyMeeting SoftwareMessagingRisk ManagementSaaSSoftware

Responsibilities

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

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

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!

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

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

Qualification

Customer Success strategyAIAutomationCS metrics expertiseB2B SaaS experienceChange managementTeam leadershipCross-functional collaborationExecutive communicationClient engagementCommercial acumen

Required

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

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

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