The Customer Success Manager oversees a portfolio of accounts and ensures an amazing customer experience, as measured by NPS, net revenue retention, referrals and product usage indicators. The role requires hands‑on account management activities, collaborating with team members on customer onboarding, training, and ongoing relationship management to ensure long‑term satisfaction.
Key Responsibilities
- Renew and grow a set of customer accounts by proactively anticipating needs, recommending additional products and services, and providing an excellent customer experience as measured by revenue retention and product usage.
- Increase overall client satisfaction with Diligent measured through Net Promoter Score.
- Provide a seamless and best‑in‑class customer experience through all phases of the customer lifecycle – coordinating with implementation, project, administrative, IT, and user teams.
- Collaborate internally to be the voice of the customer across departments, including sales, expansion, services, marketing, finance, transactions and operations teams.
- Work closely with the Expansion Sales team in spotting, qualifying and passing on expansion leads.
- Facilitate along the implementation team the delivery of Diligent’s products and modules with senior stakeholders, including C‑Suite and Directors.
- Build and maintain strong direct client relationships with key stakeholders and retain those relationships.
- Seek out client advocacy related initiatives.
Required Experience / Skills
- 3–5 years of Customer Service/Support/Success experience.
- Some experience in enterprise‑level account management (preferably in SaaS).
- Experience with sales CRM applications such as Salesforce.
- Excellent communication and presentation skills, with the ability to manage multiple stakeholders.
- Strong problem‑solving ability and natural curiosity around the client’s business needs.
- High level of resilience and a positive attitude when faced with adversity.
- Passionate about technology with a solution‑centric mindset.
Benefits
- Creativity ingrained in our culture; innovative collaboration is valued.
- Flexible work environment, global days of service, comprehensive health benefits, meeting‑free days, generous time‑off policy, and wellness programs.
- Global team presence with office hubs in New York, Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney.
- Diversity and inclusion are top priority; resources and education are provided to support a diverse workforce.
Hybrid work model: if within commuting distance of a Diligent office, the role will require onsite work at least 50% of the time.
Diligent is a drug‑free workplace and an equal‑opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, disability, mental disability, age, military status, veteran status, marital status, domestic partnership status, gender identity or expression, medical condition (including cancer or HIV/AIDS), genetic information, or sexual orientation in accordance with applicable laws. We consider qualified applicants regardless of criminal history. We provide reasonable accommodations for qualified individuals with disabilities and disabled veterans. If you need assistance or an accommodation due to a disability, please contact recruitment@diligent.com.
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