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Customer Success Manager
2 weeks ago
**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.
**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 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.
**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 customer product usage;
- Increase overall client satisfaction with Diligent measured through Net Promoter Score;
- 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
- Facilitation alongside the Implementation team of Diligent's product and modules with senior stakeholders to the client including C-Suite and Directors.
- Build and maintain strong direct client relationships with key stakeholders & retain those relationships.
- Seek out client advocacy related initiatives
**Required Experience/Skills**
- Fluency in additional languages to English are desirable
- Build and maintain strong direct client relationships with key stakeholders & retain those relationships.
- Seek out client advocacy related initiatives
- Some experience in enterprise level account management (preferably in SAAS) is desirable
- Excellent communication and presentation skills, with the ability to manage multiple stakeholders
- Strong 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
**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.
**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.
