Customer Success Manager

Position Overview
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.
As the key contact point for the customer relationship on Diligent products, the CSM II performs hands‐on account management activities and collaborates with other team members to coordinate successful customer onboarding, training and ongoing relationships 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 by coordinating with implementation and project teams, administrative staff, IT and users of the Diligent application.
Collaborate internally to be the voice of the customer across departments, including sales, expansion, services, marketing, finance, customer transactions and operations teams.
Work closely with the Expansion Sales team to spot, qualify and pass on expansion leads.
Facilitate with the Implementation team the delivery of Diligent's products and modules to senior stakeholders, including C‐Suite and Directors.
Maintain strong direct client relationships with key stakeholders and retain those relationships.
Seek out client advocacy initiatives.
Required Experience / Skills
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 a natural curiosity about the client's business needs.
High level of resilience and a positive attitude when faced with adversity.
Passion for technology and a solution‐centric mindset.
What Diligent Offers You
Creativity is ingrained in our culture.
We are innovative collaborators by nature, thriving on exploring new approaches to internal processes and client solutions.
We care about our people.
Diligent offers a flexible work environment, global service days, comprehensive health benefits, meeting‐free days, generous time off, and wellness programs.
We have teams all over the world.
In addition to our headquarters in New York City, we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore and Sydney.
Diversity is important to us.
We promote a diverse team through employee resource groups and provide resources and education to support inclusion.
We are a drug‐free workplace.
Diligent is proud to be an equal‐opportunity employer.
We do not discriminate based on race, color, religion, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, veteran status, marital status, registered domestic partner status, gender identity or expression, medical condition, 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.
We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.
If you need an accommodation for a disability, please contact us at ******.
To all recruitment agencies: Diligent does not accept unsolicited agency resumes.
Please do not forward resumes to our jobs alias or any Diligent employee or location.
Diligent is not responsible for any fees related to unsolicited resumes.
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