About Us:

Diligent is the leading governance, risk and compliance (GRC) SaaS company, serving 1 million users from over 25,000 organizations around the world. Our software enables holistic and informed conversations about GRC and ESG to ensure CEOs, CFOs and the board have an integrated view of audit, risk, information security, ethics and compliance from across the organization.

Position Overview:

The Customer Success Manager (CSM) 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 will perform hands-on account management activities as well as collaborate with other team members in coordinating successful customer onboarding, training and ongoing customer relationships to ensure long-term satisfaction.

The successful candidate will be comfortable working with customers in a one-to-many relationship, delivering consistent and automatic touchpoints throughout the lifecycle to ensure an exceptional customer experience.

Key Responsibilities

Renew and grow a set of customer accounts by proactively anticipating needs, using technology and automation to provide an excellent customer experience measured by revenue retention and customer product usage.

Collaborate with the Digital and Marketing teams to create proactive digital communications, including events, office hours, newsletters, and other resources.

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 the client implementation and project teams, administrative staff, IT Team, and users of the Diligent applications.

Collaborate internally to be the voice of the customer across other departments, including with the sales, expansion, services, marketing, finance, customer transactions and operations teams.

Be heavily intertwined with the Expansion Sales team in spotting, qualifying and passing on expansion leads.

Build and maintain strong direct client relationships with key stakeholders & retain those relationships.

Required Experience/Skills

Excellent communication and relationship management skills, with the ability to manage multiple stakeholders and high-level executives.

Strong data analysis and creative problem-solving ability, with a 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 and identifying solutions to make your customers successful.

Preferred Experience/Skills

Last Updated Feb 2023

CM-CSM-P1 Customer Success Manager I

Fluency in additional languages to English.

Experience in sales CRM applications such as Salesforce.

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, competitive vacation policy and meeting-free days across the company. We care about our team's health and wellness and even offer a quarterly health club reimbursement!

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, 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.