Customer Success Manager

Diligent is the AI leader in governance, risk and compliance (GRC) SaaS solutions, helping more than 1 million users and 700,000 board members to clarify risk and elevate governance. The Customer Success Manager oversees a portfolio of accounts, ensuring an amazing customer experience while collaborating with various teams to facilitate successful customer onboarding and long-term satisfaction.

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

Requirements:

• Build and maintain strong direct client relationships with key stakeholders & retain those relationships
• 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
• Some experience in enterprise level account management (preferably in SAAS)
• Some experience in sales CRM applications such as Salesforce