Director, Post-sales Strategy & Operations Join to apply for the Director, Post-sales Strategy & Operations role at Diligent .

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 are building the future with people who think boldly and move fast. We value curiosity and experimentation, and we seek individuals who embrace change as an opportunity. Learn more at diligent.com or follow us on LinkedIn and Facebook.

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.

Responsibilities

Recommend, lead, and execute the Professional Services and Support strategy, embedding AI and automation into processes to drive scale and efficiency.

Partner with leadership teams to reimagine the post-sales customer journey through AI-powered insights and personalized experiences.

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).

Establish automated dashboards to monitor business health and surface real-time recommendations for corrective action.

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.

Attract, grow, and retain top talent, cultivating strategic, operational, AI literacy and data fluency across the team.

Champion a culture of innovation, experimentation, and continuous learning.

Qualifications

10+ years of experience in a strategic, operations, and/or consulting role

5+ years managing high-performing teams

Experience with Salesforce and OpenAir (and other PS tools)

Strategic and Builder Mentality: analytical, problem-solving, bias for action, first principles thinking

AI Mindset: strategic thinker with a bias for execution via AI; systems-thinking, automation, and design principles

Data-first and analytically rigorous: translate complex data into actionable insights

Cross-Functional Leadership across Professional Services, Support, Customer Success, IT, Analytics

Process Optimization: redesigning and scaling processes for a growing organization

Leadership and Communication: engage with technical and non-technical stakeholders

Adaptability & Execution: thrive in a fast-paced environment with multiple priorities

U.S pay range: $151,000—$194,000 USD

What Diligent Offers You

Creative, collaborative culture with focus on innovation.

Flexible work environment, health benefits, generous time off, and wellness programs.

Global offices and hybrid work model; if within commuting distance to an office, you may be expected to work onsite at least 50% of the time.

Commitment to diversity and equal opportunity; accommodation available for qualified individuals with disabilities.

Diligent is an equal opportunity employer and does not discriminate on any protected ground. See our EEO policy and Know Your Rights. If you need assistance due to a disability, contact recruitment@diligent.com.

To all recruitment agencies: Diligent does not accept unsolicited agency resumes.

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