Customer Success Manager

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 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. 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 application/s. 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 products 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 and Skills Build and maintain strong direct client relationships with key stakeholders & retain those relationships. Some experience in enterprise level account management (preferably in SAAS) is desirable. Some experience in sales CRM applications such as Salesforce. 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. To foster strong collaboration and connection, this role will follow a hybrid work model. If you are within a commuting distance to one of our Diligent office locations, you will be expected to work onsite at least 50% of the time. 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 [email protected]. #J-18808-Ljbffr