Strategic Customer Success Manager; CSM

Position: Strategic Customer Success Manager (CSM)
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  or follow us on Linked In and Facebook

The Opportunity:

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 critical workflows including activism defense, shareholder engagement, corporate governance benchmarking, proxy voting analysis, reporting, executive compensation evaluation, and emerging stewardship data capabilities. These insights are delivered through subscription platforms, data feeds, and advanced analytics workflows.

This role is positioned at the center of DMI's next phase of customer growth and retention. You will play a critical role in maximizing long-term client value, driving retention outcomes, increasing adoption of our evolving intelligence platform, and identifying strategic expansion opportunities across existing accounts.

As a Strategic Customer Success Manager, you will act as a trusted advisor to senior stakeholders, ensuring DMI solutions are embedded in client workflows while strengthening long-term partnerships across our global customer base.

Position Overview:

The Strategic Customer Success Manager is responsible for driving retention, adoption, and expansion across existing accounts within the Diligent Market Intelligence product portfolio. Success is measured through gross and net revenue retention, renewal performance, product adoption, customer satisfaction, and identifying expansion opportunities.

This individual contributor role manages the post-sale lifecycle from onboarding through renewal, building strong executive relationships and aligning DMI intelligence solutions to customer business priorities. The role requires strong commercial acumen, executive-level communication skills, customer advisory capability, and the ability to translate complex data capabilities into measurable business value.

Key Responsibilities

* Drive customer retention and renewal outcomes across assigned accounts

* Identify and support upsell/cross-sell opportunities across SaaS subscriptions, data feeds, and analytics solutions in partnership with Account Executives

* Serve as the primary point of contact for client relationships, building trusted partnerships with stakeholders across asset managers, advisors, and institutional investors

* Own the post-sale customer lifecycle including onboarding, adoption, engagement, renewal preparation, and ongoing relationship management

* Build and maintain strong relationships with senior and executive-level stakeholders

* Drive customer success outcomes by understanding client objectives related to activism, shareholder engagement, governance analysis, and market intelligence

* Execute value-based engagement tied to governance risk, shareholder engagement, stewardship, and market intelligence workflows

* Collaborate closely with Customer Success Advisors to ensure customers receive effective product guidance, training, and ongoing support

* Monitor account health indicators, product usage trends, and engagement metrics to proactively address risks and improve retention

* Collaborate with Sales, Marketing, Product, Solutions, and Support teams to deliver integrated customer experiences

* Maintain accurate renewal forecasting, customer health tracking, and CRM hygiene in Salesforce

* Support client advocacy initiatives, including references, testimonials, and case studies

* Demonstrate strong knowledge of customers' business strategy, competitive landscape, and industry trends

Required Experience/Skills

* 3-5+ years proven track record in Customer Success, Account…