Senior Director, Post-Sales Operations

Back to jobs Senior Director, Post-Sales Operations Bengaluru, Karnataka, India Apply Here’s a summary of the role:       Ready to shape the future of customer excellence for one of our most dynamic global sites?   In this pivotal role, you’ll be the strategic heartbeat of our India post- sales and customer operations  ecosystem—uniting  Customer Success, Support, Advisory, Onboarding and Training  to deliver exceptional end‑to‑end experiences. You’ll anticipate  customer needs  before they surface,  elevate team capability  through targeted  enablement and upskilling  programs, and champion product adoption at scale. Alongside  driving operational excellence  and a  thriving site culture , you’ll  partner closely with global leaders  to keep teams aligned, empowered and performing at their very best.   Here’s  a breakdown of what  you’ll  do (not all of it, just the important stuff):   Lead  post‑sales and customer operations  for the India site, acting as the connector between Customer Success, Support, Advisory, Onboarding and Training to keep teams aligned and customer‑focused.   Identify  customer needs, trends and risks  through health reviews, ticket analysis and feedback, turning insights into targeted enablement and process improvements.   Own the  site culture, wellbeing and operational excellence  agenda, creating a high‑performing, values‑driven environment that’s compliant with local policies and standards.   Serve as the senior  on‑the‑ground escalation point  for operational issues and cross‑team dependencies, unblocking challenges and keeping delivery on track.   Represent the India site in  global initiatives , aligning local execution to global priorities and monitoring site‑level performance and operational health metrics.     These  are the essentials  you’ll  need to get an interview:   10+ years of experience in post-sales operations and customer operations.   Strong commercial acumen and process optimisation    Proven ability to lead  cross-functional initiatives  in a  matrixed global organization .   Strong experience in operational risk mitigation.   Excellent communication, global stakeholder management, and problem-solving skills.   Extensive people management experience (employee experience, performance management, conflict resolution, training, enablement, coaching, drive high performing culture)                               It would be great if you had these to, but we’ll support you if you don’t:   Formal grounding in  change management or process improvement  (e.g. Lean, Six Sigma, PMP, Prosci) to support operational excellence and risk mitigation.   Strong  data and analytics skills  to interpret health scores, ticket trends and performance metrics and translate them into practical action plans.   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 . 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. Create a Job Alert Interested in building your career at Diligent Corporation? Get future opportunities sent straight to your email. Create alert Apply for this job * indicates a required field Autofill with MyGreenhouse First Name * Last Name * Email * Phone Country * Phone * Resume/CV Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf Cover Letter Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf What is your legal first name? * Address * Please include your full home address including Area/State and Postcode.  What is your legal last name? * LinkedIn Profile Have you previously worked for Diligent or a subsidiary? * Select... Do you have a relative that works at Diligent? * Select... Do you or have you previously worked for a competitor of Diligent? * Select... Do you have 10+ years of experience in post-sales, customer success, or customer operations leadership? * Select... Have you led cross-functional post-sales functions (Customer Success, Support, Onboarding, etc.) in a global or matrixed organization? * What is the largest team size you have managed (directly or indirectly)? * Briefly describe your experience leading post-sales/customer operations at scale (team size, regions, scope). * Which metrics have you directly owned or influenced? * NPS / CSAT Churn / Retention Product Adoption Ticket Volume / Resolution Time Revenue Expansion / Upsell What is your salary expectations? * What is your Notice Period? * Submit application