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
[https://www.linkedin.com/company/diligent-board-member-services/mycompany/verification/] and Facebook
[https://www.facebook.com/DiligentCorporation/]
Position Overview
We are seeking a Director, Post-sales Strategy & Operations to partner with
Professional Services and Support leadership in building a world-class,
technology-enabled customer success organization.
You will define and execute the vision, strategy, and roadmap for post-sales
excellence, leveraging AI and automation to scale operations and optimize
customer experience.
Our products are used by over 23,000 organizations, including 62% of the Fortune
500, 90% of the FTSE 100, and 83% of the ASX 200. The ideal candidate will have
a proven track record in building high-performing customer experience
operations, with hands-on expertise in applying AI/ML to transform workflows and
decision-making in SaaS environments.
In this role, you can expect the following responsibilities:
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Recommend, lead, and execute the Professional Services and Support strategy,
embedding AI and automation into processes to drive scale and drive
incremental GDR lifts.
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Partner with leadership teams to reimagine the post-sales customer journey
through AI-powered insights and personalized experiences.
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Identify and realize business opportunities and process improvements across
PS and Support teams (e.g., automation for workflows such as case routing and
onboarding sequences)
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Establish automated dashboards to monitor business health and surface
real-time recommendations for corrective action
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Work with partners to drive the Professional Services and Support annual
planning process, including bottom-up target setting
-
Introduce anomaly detection to proactively flag operational risks before they
impact customer experience
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Attract, grow, and retain top talent, cultivating strategic, operational, AI
literacy and data fluency across the team
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Champion a culture of innovation, experimentation, and continuous learning
To thrive in this role, you have:
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10+ years of experience in a strategic, operations, and/or consulting role
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5+ years managing high-performing teams
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Experience with Salesforce and OpenAir (and other PS tools)
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Strategic and Builder Mentality: Sharp analytical and problem-solving skills
with a strong bias for action, thinking from first principles and delivering
the best results
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An AI Mindset: You are a strategic thinker with a bias for execution via AI.
You naturally gravitate towards systems-thinking, automation, and applying
design principles to solve operational challenges
-
Data-First and Analytically Rigorous: You have a proven ability to translate
complex data into actionable business insights and strategic recommendations
-
Cross-Functional Leadership: Ability to lead cross-functional teams and
collaborate across departments (Professional Services, Support, Customer
Success, IT, Analytics) to ensure alignment and successful execution of
Post-sales operations
-
Process Optimization: Strong understanding of business process optimization
and automation, with experience redesigning and scaling processes to meet the
needs of a growing organization
-
Leadership and Communication Skills: Strong leadership skills, with the
ability to lead cross-functional teams, collaborate across departments,
manage teams and engage with both technical and non-technical stakeholders.
Ability to proactively communicate complex topics to diverse audiences
-
Adaptability & Execution: Ability to thrive in a fast-paced, ever-changing
environment, managing multiple priorities and executing efficiently to
achieve business goals
U.S pay range
$131,000—$180,000 CAD
What Diligent Offers You
- Creativity is ingrained in our culture. We are innovative collaborators by
nature. We thrive in exploring how things can be differently both in our
internal processes and to help our clients
- We care about our people. 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
- We have teams all over the world. We may be headquartered in New York City,
but we have office hubs in Washington D.C., Vancouver, London, Galway,
Budapest, Munich, Bengaluru, Singapore, and Sydney.
- Diversity is important to us. Growing, maintaining and promoting a diverse
team is a top priority for us. We foster and encourage diversity through our
Employee Resource Groups and provide access to resources and education to
support the education of our team, facilitate dialogue, and foster
understanding.
Diligent created the modern governance movement. Our world-changing idea is to
empower leaders with the technology, insights and connections they need to drive
greater impact and accountability – to lead with purpose. Our employees are
passionate, smart, and creative people who not only want to help build the
software company of the future, but who want to make the world a more
sustainable, equitable and better place.
Headquartered in New York, Diligent has offices in Washington D.C., London,
Galway, Budapest, Vancouver, Bengaluru, Munich, Singapore and Sydney. To
foster strong collaboration and connection, this role will follow a hybrid work
model. If you are within a commuting distance to one of our Diligent office
locations, you will be expected to work onsite at least 50% of the time. We
believe that in-person engagement helps drive innovation, teamwork, and a strong
sense of community.
We are a drug free workplace. Diligent is proud to be an equal opportunity
employer. We do not discriminate based on race, color, religious creed, sex,
national origin, ancestry, citizenship status, pregnancy, childbirth, physical
disability, mental disability, age, military status, protected veteran status,
marital status, registered domestic partner or civil union status, gender
(including sex stereotyping and gender identity or expression), medical
condition (including, but not limited to, cancer related or HIV/AIDS related),
genetic information, or sexual orientation in accordance with applicable
federal, state and local laws. We also consider qualified applicants regardless
of criminal histories, consistent with legal requirements. See also Diligent's
EEO Policy [https://www.diligent.com/company/eeo-policy/] and Know Your Rights
[https://www.diligent.com/-/media/project/diligent/master/eeo-is-the-law-poster-eeocselfprintposter-and-ofccp-supplement-from-20170719.pdf?rev=96fafda8-f51d-44b6-a380-9af42898f526&hash=614AE342F4AB51A091EA3E15F84F7E49]. We
are committed to providing reasonable accommodations for qualified individuals
with disabilities and disabled veterans in our job application procedures. If
you need assistance or an accommodation due to a disability, you may contact us
at recruitment@diligent.com [recruitment@diligent.com].
To all recruitment agencies: Diligent does not accept unsolicited agency
resumes. Please do not forward resumes to our jobs alias, Diligent employees or
any other organization location. Diligent is not responsible for any fees
related to unsolicited resumes.
