Customer Success Specialist

About Us

Diligent is the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit and ESG. Empowering more than 1 million users and 700,000 board members and leaders with a holistic view of their organization’s GRC practices so they can make better decisions, faster. No matter the challenge.

At Diligent, you are an agent of positive change. You are joining a team of passionate, smart, 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. Be a part of a global community on a mission to make a real impact.

Learn more at diligent.com.

Position Overview 

The Customer Success Specialist – Data Migration plays a critical role in ensuring smooth, accurate, and timely transitions of customer data from legacy systems (e.g., BoardDocs) to the Community platform. This role requires strong analytical skills, attention to detail, and cross-functional collaboration with Product, Engineering, Implementation, and Advisory Services teams. It also demands a proactive approach to improving migration processes, supporting client transitions, and ensuring service continuity in a high-impact environment. 

Key Responsibilities 

• Collaborate with Product and Engineering teams to resolve data mapping challenges, identify platform limitations, and improve the migration experience. 

• Partner with Implementation and Advisory Services teams to scope, plan, and execute data migrations that align with customer expectations and timelines. 

• Analyse and prepare source data to ensure structural accuracy and correct mapping to the Community platform. 

• Use HTML and CSS to verify and adjust content formatting during the migration process. 

• Manage the end-to-end migration lifecycle, ensuring data integrity, security, and minimal disruption to customers. 

• Conduct thorough post-migration validation and quality assurance to confirm successful delivery. 

• Support key phases of the client transition process by performing account checks, setting up entitlements, and ensuring data is accurately reconciled to maintain seamless service continuity. 

• Proactively identify and address risks, document issues or gaps, and suggest solutions in a fast-paced, client-sensitive environment where accuracy and attention to detail are critical. 

• Maintain clear documentation of workflows, mappings, and lessons learned for continuous improvement. 

• Contribute to process enhancements and support efforts to streamline and automate repetitive tasks where possible. 

Required Experience & Skills 

• 1–3 years of experience in a customer-facing or technical role, preferably with exposure to data or content migrations. 

• Proficiency in HTML and CSS to support content formatting and consistency. 

• Strong data analysis and manipulation skills using Microsoft Excel, including advanced formulas and Power Query. 

• Excellent communication and collaboration skills to work effectively with cross-functional teams. 

• Strong organizational skills and the ability to manage multiple migration projects simultaneously. 

• A proactive, detail-oriented mindset with a focus on accuracy and risk management. 

• Adaptability to evolving tools, processes, and customer needs. 

Preferred Qualifications 

• Experience in SaaS, EdTech, or public sector environments. 

• Familiarity with tools such as Jira, Confluence, or similar platforms. 

• Awareness of data privacy, compliance, and governance principles related to migrations. 

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. 

_{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.}