Role Description We are looking for a tech-savvy individual with a passion for martech and driving success for Sitecore customers. You will be part of our Customer Value Realisation team and working alongside solution architects, consultants, and project managers, as part of the Services team in UK & Ireland. As a Senior Customer Success Manager (CSM), you will lead customer engagements for the Customer Value Realization team and drive successful customer outcomes through onboarding, product adoption, and value realization through Sitecore360. You will be challenged to tailor each engagement, ensuring customers get the most value from Sitecore’s Digital Experience solutions. You will work closely with customers, delivery teams, and internal stakeholders to provide the right guidance and ensure best practices are applied throughout the customer journey. What You’ll Do: - Act as trusted advisor for Sitecore’s DX solutions - Identify and understand the business problems, challenges, and opportunities of the client - Identify and address risks and adoption challenges - Deliver structured onboarding for new customers and partners to drive efficient adoption of Sitecore platforms - Build strong customer relationships and align business objectives with solutions that generate value - Bring communication skills that inspire, project confidence, and strong knowledge of the space - Bring high-level energy and persistence in the face of stakeholder pushback or ambiguity - Communicate confidently across all levels of a customer’s organisation – from end-users to team leads and C-suite executives - Represent Sitecore externally (user groups, speaking on stage, etc.) - Serve as a bridge between internal technical, strategic, product, and presales teams, keeping everyone focused on customer value - Play a key role in account retention, growth, and customer satisfaction Qualifications - Proven experience in digital marketing / SEO and content strategy / business analysis - Customer focused and able to engage both technical and business stakeholders - Sitecore or other CMS / Experience Management software knowledge - Familiarity with project management, agile methodologies, and SaaS delivery - Experience in Professional Services, SaaS projects, or digital transformation - Strong and effective written and oral communication skills (English); demonstrated desire to continually improve on presentation skills - Ability to travel, 10% or less Additional Skills That Could Set You Apart: - Excellent presentation skills - Understanding of martech ecosystems and how to integrate digital experience platforms within them - Comfortable explaining concepts to technical and non-technical audiences - Willingness to grow technically and as a presenter Compensation details - Salary range for this role is $85k to $115k base plus a 10% bonus structure Benefits - Comprehensive benefits package, including multiple health insurance options (medical, dental, and vision coverage) - 401(k) retirement plan with company matching contributions - Generous paid time off (vacation/PTO, paid sick leave, and paid holidays, as well as paid volunteer days) - Fully paid parental leave for new parents - Company-paid disability insurance (short-term & long-term coverage) and life insurance - Employee Assistance Program supporting employees’ well-being - A number of voluntary benefits to choose from available upon date of hire Company Description Sitecore is proud to be an equal opportunity workplace. We are committed to equal employment opportunity without unlawful regard to race, colour, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, veteran status, or any other local legally protected characteristic.

Position Overview: The Director of Customer Success for SMB/MDO/Scaled CS is a senior leader responsible for driving customer outcomes, regional retention and growth, and the performance of a 30+ 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. You’ll 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 all 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 team members 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 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. Key Responsibilities Customer Outcomes & Strategy Take ownership of all core Customer Success metrics, including Gross Revenue Retention (GRR), Net Revenue Retention (NRR), Client retention, renewals, adoption, usage, and satisfaction across Diligent’s Mission Driven Organization brands (average ACV <$8K). Drive strategies to monitor customer health at scale, proactively mitigate risk, and optimize forecasting and expansion plans, leveraging data-driven insights and AI-powered tools. Develop and manage high-impact engagement strategies tailored for a high volume, low ACV customer base, partnering with Onboarding, Training, Professional Services, Customer Success Associates, and Support teams to help customers progress on their maturity curve. Create and iterate on digital-first engagement and save plays to consistently deliver value and drive business outcomes for a large, diverse set of clients. Operational Leadership Build, scale, and refine post-sale operating models for high velocity, low ACV segments—including use of pooled resources and rapid-response support alongside dedicated named account management. Drive the automation of key customer journeys through digital, tech touch, and AI-enabled processes to deliver efficient, scalable support and engagement. Continuously enhance reporting capabilities to track team and customer outcomes, improve accountability, and refine retention forecasting. Ensure KPIs are set and achieved on a quarterly and monthly cadence . Manage the Customer Success budget with focus on high efficiency and optimized resource allocation for a hybrid team structure. Identify and execute on opportunities to further automate and streamline CS operations using technology and AI. Team Leadership & Development Lead and mentor a hybrid Customer Success team—combining named account CSMs and a pooled CS account management model —to ensure rapid response to evolving customer needs. Foster a culture of performance, curiosity, learning, and collaboration. Champion product mastery across the team to drive stronger product advocacy and client adoption. Define clear role expectations, establish KPIs for each team member, and ensure ongoing accountability through structured performance management. Drive implementation of coaching, career development frameworks, and compensation strategies in alignment with HR, Finance, and global CS leadership. Communic ate tra nsparently and frequently to keep teams motivated, informed, and aligned—celebrating successes and learning from challenges. Strategic Collaboration Partner with Sales, Account Management, and other Post-Sales teams (Onboarding, Training, Professional Services, Support) to shape expansion and renewal strategies and maximize the customer lifecycle value for high volume, low ACV accounts. Collaborate horizontally with product, engineering, enablement, marketing, community, and training teams to influence product roadmaps, scale customer education, and elevate engagement programs. Analyze geographic and market data to identify growth opportunities and optimize go-to-market strategies specifically for Mission Driven Organization brands. Lead strategic visioning and planning as part of annual business cycles, ensuring CS operations are aligned to company priorities. Customer Voice & Advocacy Serve as the regional advocate for the voice of the customer, representing Mission Driven Organization brands in internal forums and strategy sessions. Facilitate and scale customer advocacy programs, including digital reference and peer communities, to strengthen engagement and loyalty. Embed a unified, customer-first mindset and drive alignment on shared KPIs across CS and cross-functional teams. Capture and synthesize ongoing customer feedback using digital and tech touch methods to inform product development and complementary service enhancements. Required Experience/Skills Experience: 5+ years in customer-facing roles within B2B SaaS, 5+ years in a senior CS leadership role (team lead, manager of a CS discipline. Demonstrated success leading post-sales functions (CS, Onboarding, Renewals, Support – or if only one, then CS) in smaller ACV accounts Developed team-level KPIs to drive towards a high-performing team of CS professionals Deep understanding enterprise software/SaaS market Preferred experience within the not-for-profit and public sector including school board administration and local community government Proven track record of meeting or exceeding retention, expansion and client satisfaction targets Location in New York, Washington D.C. or Vancouver is desirable Skills: Develop and execute on CS strategy to drive client retention, satisfaction and product engagement Strong command of CS metrics: NRR, GRR, CSAT, time-to-value, health scores. Strategic thinker with hands-on experience building segmentation and engagement models. Proficient in CS tech and analytics tools (e.g., Gainsight, Salesforce).  Has already leveraged AI and automation to build efficiency, scale and drive better client experiences. Able to operate at both strategic and tactical levels; comfortable with ambiguity. Skilled in executive-level communication, customer engagement, and cross-functional influence. Strong commercial acumen, with fluency in sales and expansion methodologies. Leadership: Experience leading geographically distributed, multi-layered, high performing teams. Experience leading a team of 20+ and managing at least 4 people leaders Track record of hiring A players in all levels of former organizations Expertise in change management, team design, and organizational scaling. Ability to influence internal stakeholders and align teams around customer outcomes. Passionate about developing leaders and reinforcing a high-trust, high-performance culture. Strong understanding of Diligent solution strategy and able to identify and build a team structure that provides optimal support ecosystem across the region Ability to manage and navigate executive level conversations to drive departmental behaviors across all lines of the business. U.S pay range $151,000 — $189,000 USD 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 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 recruitment@diligent.com.

About Brale Brale is building the future of programmable finance with compliant, blockchain-native infrastructure. We help businesses launch, scale, and operate digital asset programs with confidence. Customer Success is at the core of how Brale accelerates launches, drives sustainable outcomes, and creates trusted customer value. Why This Role Matters As Brale’s first Customer Success hire, you won’t just support clients, you’ll shape hey build and benefit from stablecoins from day one. Every launch, onboarding, and proactive solution you deliver will set the standard for how we scale trust in stablecoins and programmable finance. This founding role sits at the intersection of customer experience, technical execution, and growth. You’ll own the journey post-signature, guiding clients from first integration to ongoing value, while building the systems, playbooks, and culture that make Brale’s CS function both responsive and anticipatory. Your work will accelerate time-to-live, drive adoption and retention, ensure compliance, and uncover new opportunities across currencies, chains, and workflows. In short, you’ll turn customer relationships into Brale’s most powerful growth engine and play a central role in building multiple $100M+ ARR business lines. What You'll Do Build & Scale the CS Function Act as the founding individual contributor. Own onboarding, relationship management, and customer growth while establishing Brale’s Customer Success foundation. Build, evolve, and scale an AI-powered LLM to serve as the front line for Customer Success, ensuring proactive engagement, consistency, and efficiency at scale. Create modern processes for issue management, escalation, and cross-functional resolution, with accountability to clear customer SLAs and business outcomes. Transition into leadership by strategically hiring, onboarding, and coaching team members where human expertise adds the most value via a lean, technology-enabled CS discipline. Onboarding & Implementation Serve as the directly responsible individual (DRI) for getting clients live on Brale, thereby owning the journey from signed agreement to first live transaction. Lead end-to-end client onboarding, with a focus on speed, clarity, and customer confidence. Implement systematic processes for ticketing, sandbox/prod setup, and API integration Deliver a frictionless onboarding experience that reduces churn risk Business Value & Growth Define explicit success metrics for each program (issuance volume, transactions, revenue share, SLAs) Lead QBRs and health reviews to drive adoption, retention, and expansion Identify opportunities to extend programs across chains, currencies, and new workflows Risk & Compliance Enablement Ensure customer programs operate within approved flows of funds and regulatory frameworks Coordinate attestations, reporting cadences, and compliance checkpoints in coordinate with Brale Compliance discipline Customer Advocacy & Insights Provide best practices for API usage, automations, and runbooks Triage and escalate customer issues with clear SLAs Identify and flag recurring issues or patterns across customers, ensuring they are prioritized and resolved working with Product, Engineering, and Operations. Capture structured feedback informing roadmap, process improvement and case studies Team & Process Leadership Establish CS playbooks, dashboards, and customer health scoring models Collaborate cross-functionally with Sales, Product, Eng, Finance, Legal and Compliance What Success Looks Like Time-to-live ≤ 30 days from signature to first mint Time-to-value ≤ 60 days to first revenue share payout Retention: ≥95% logo retention; ≥120% net revenue retention 100% compliance hygiene and on-time attestations CSAT ≥ 4.7/5 What We're Looking For Experience 2-4 years of progressive experience in Customer Success or related roles, demonstrating the ability to be both a strong do-er and an effective leader, either as a top individual contributor ready to step into leadership or as an established leader with 2–3+ years managing CS. Blockchain-native or deeply passionate about crypto and payments. Experienced in fintech. Well versed working cross functionally with compliance, legal, risk and finance functions Skills & Attributes Entrepreneurial mindset: thrives in ambiguity and building from scratch Ability to manage escalations and provide calm leadership in high-stakes moments Multidisciplinary fluency across technical, legal, and operational contexts Strong ability to build and maintain relationships with client leadership Hands-on experience with Intercom, Slack/Telegram support, and/or AI-driven CS tools Available in U.S. time zones with flexible responsiveness to customer needs Why Join Us Founding Customer Success role with direct impact on Brale's trajectory You enjoy learning something new every 9 minutes. Opportunity to build CS systems and culture from the ground up High-growth environment with exposure to cutting-edge blockchain applications Collaborative, ambitious, and mission-driven team

About Uplinq At Uplinq we are redefining how businesses manage bookkeeping, accounting, and tax through the power of data, machine learning, and expert insights. As technology enthusiasts, we are committed to delivering exceptional digital solutions that align with our customer's business goals. We are looking for others who want a dynamic, growing work environment to join us. A tight-knit team including CPAs, bookkeepers, tax professionals, engineers, product designers, and marketers make Uplinq successful. We support each other, communicate openly, have fun at work, and all believe in Uplinq’s mission to help real people run their businesses better. What You’ll Be Doing Architect the Customer Journey – Define the full lifecycle: onboarding, adoption, QBRs, and renewal workflows. Own a ≤14-day time-to-first-value SLA. Build and Lead the Team – Hire, onboard, and coach 4 onboarding specialists, 3 CSMs, and 2 support reps to create a proactive, outcome-focused CS culture. Drive Product Adoption and Account Health – Launch usage-based health scores, build automated alerting systems, and raise weekly active usage to 70%+. Own Retention and Renewals – Forecast retention with ±5% accuracy, and consistently hit ≥94% gross and ≥115% net revenue retention targets. Trigger Expansion – Collaborate with Sales to activate upsells tied to onboarding events and behavior-based playbooks—doubling per-customer expansion ACV. Voice of the Customer – Lead quarterly VoC reporting, identifying themes and influencing 50%+ of roadmap priorities in partnership with Product and Ops. What We’re Looking For 7+ years in B2B SaaS Customer Success , with end-to-end ownership of retention, renewal, and expansion. 3+ years managing a book of $10MM–$40MM ARR , ideally across SMB or Mid-Market segments. Demonstrated ability to scale post-sale operations , build onboarding and CS teams, and implement repeatable playbooks and tooling. Strong fluency with health-score tooling (e.g., Gainsight, ChurnZero) and CRM/CS platforms (HubSpot, Salesforce Service Hub, or equivalent). Fintech, accounting, or other compliance-heavy industry experience strongly preferred—especially with technical onboarding and change management. Empathetic, data-driven leader who can inspire a team, de-escalate high-stakes conversations, and turn feedback into action. Why Uplinq? Help build the category-defining platform for SMB financial automation Collaborate across a tight-knit, high-performing org that values ownership and speed Work at a post-Series A company with massive momentum and an ambitious, founder-led team Competitive salary and performance bonus Great health, dental, and vision coverage + 401(k) MacBook Pro + full tech stack + flexible PTO About the Role Uplinq is on a mission to turn AI-powered bookkeeping into a superpower for Main Street businesses. As we scale rapidly post-Series A, retention, expansion, and customer trust are core to how we win the market. We’re hiring a Director of Customer Success to own the entire post-sale journey—from kickoff to renewal to expansion. You’ll lead a unified team across Onboarding, Customer Success, and Support , and you’ll architect a repeatable, data-driven CS motion that delivers lightning-fast time to value, consistently high product adoption, and net retention above 115% . This is a high-ownership role where you’ll blend hands-on team development with strategic cross-functional impact. You’ll be the voice of our customers, the architect of their experience, and the builder of a success engine that can scale to tens of thousands of businesses—while still making each one feel like our only one. The pay range OTE for this role: 190,000 - 250,000 USD per year