Regional Vice President, Customer Success

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.

Key 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…