Client Success Advisor

Job Description

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

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.

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 Client Success Advisor, 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 Client Success Advisor is responsible for driving retention, adoption, and identifying expansion across existing accounts within the Diligent Market Intelligence product portfolio. Success is measured through gross and net revenue retention, product adoption, customer satisfaction, and identifying expansion opportunities.

This role works closely with the Account Executives and Customer Success Managers, managing the post-sale lifecycle from onboarding, 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

• Serve as a trusted advisor to clients, helping them understand and apply stewardship data - particularly director compensation and board composition - to support their governance and engagement objectives.
• Support client retention and engagement by ensuring smooth onboarding, proactive adoption, and meaningful, value-driven interactions throughout the client lifecycle.
• Deliver platform walkthroughs, data demonstrations, and training sessions tailored to client use cases, ensuring DMI data is effectively embedded in daily workflows.
• Work collaboratively within the Client Success Advisor team to manage a high volume of daily client queries through a dedicated support channel, frequently compiling bespoke datasets to address individual client needs.
• Translate complex data and methodologies into actionable insights, clearly explaining metrics such as pay structures, incentives, board diversity, and committee composition.
• Partner closely with Account Executives and Customer Success Managers to support client renewals, identify expansion opportunities, and highlight areas of additional value.
• Collaborate with Product, Research, Engineering, and Editorial teams to communicate client feedback, influence product enhancements, and ensure alignment between client needs and product strategy.
• Monitor account engagement, platform utilization, and client satisfaction metrics to proactively address risks and drive retention.
• Maintain accurate client documentation, engagement notes, and health indicators in CRM systems (e.g. Salesforce) to ensure transparency and accountability across teams.

Required Experience and Skills

• 2–4+ years’ experience in a client-facing role such as Client Success, Advisory, Account Management, or similar within a B2B, SaaS, or data-driven environment.
• Strong stewardship expertise with hands-on familiarity in director compensation and board composition data - including incentives, independence, tenure, diversity, and committee structures.
• Experience using stewardship or governance data for voting analysis, governance assessments, or engagement reporting.
• Proven ability to translate complex datasets and analytics into clear, client-relevant insights that drive business value.
• Excellent communication and presentation skills, with confidence discussing governance frameworks, market practices, and data methodologies with senior stakeholders.
• Demonstrated collaboration skills across Sales, Product, and Research teams, with an ability to influence outcomes and ensure exceptional client experiences.
• Exposure to client retention, renewals, or expansion processes (direct ownership a plus).
• Comfortable working in a fast-paced, data-driven environment with multiple clients and competing priorities.
• Experience working with CRM systems (e.g. Salesforce) and familiarity with engagement or usage analytics.
• Highly organized, resilient, and proactive - able to balance detailed stewardship discussions with big-picture client success goals

U.S pay range

$99,000—$124,000 USD

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 and Know Your Rights. 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 [email protected].

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.