Strategy & Ops Manager (post-sales)

Position Overview 

We are seeking a Strategy & Ops Manager (post-sales) to partner closely with post-sales leadership teams—including Customer Success, Support, and Professional Services—to build a world-class customer experience across the entire post-sales journey. You will play a critical role in shaping and executing the post-sales vision, strategy, and operational roadmap to drive outcomes such as gross dollar expansion, retention, and customer satisfaction.. Our products are used by one million users from over 23,000 organizations, including 62% of the Fortune 500, 90% of the FTSE 100 and 83% of the ASX 200 to improve their bottom line, keep pace with stakeholder expectations and create lasting, positive impact on the world.  The ideal candidate will have a proven track record in building world class customer experience operations and strategic initiatives, particularly in SAAS companies. 

In this role, you can expect the following responsibilities: 

• Define and execute the post-sales strategy aligned to key business goals across Customer Success, Support, and Services 

• Collaborate with cross-functional leaders to improve the customer journey, using data and insights to inform strategic recommendations 

• Partner with GTM teams to run annual and quarterly planning for post-sales functions, including target-setting, segmentation, and coverage models 

• Drive visibility and accountability around post-sales performance through operational reviews, dashboards, and health reporting 

• Optimize tools and processes (e.g., Gainsight, Salesforce, etc.) to enhance both internal efficiency and customer outcomes 

• Foster a high-performing, inclusive team culture — encouraging innovation and diversity of thought 

To thrive in this role, you have: 

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

• Sharp analytical and problem-solving skills with a strong bias for action, thinking from first principles and delivering the best results 

• Experience with Salesforce and Gainsight 

• Ability to communicate with clarity and purpose across stakeholders, including tailoring messaging for a given audience 

• Strong biz acumen and understanding of SaaS business models 

• Ability to define a vision and see it through to completion 

• Strong desire for collaboration and partnerships - this is a highly collaborative role that will work with a range of senior leaders; proven track record of effectively interacting with senior management 

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., Baltimore, London, Galway, Budapest, Vancouver, Bengaluru, Munich, and Sydney.