Description:
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.
The Customer Success Manager, (CSM) oversees a portfolio of accounts for our Risk & Compliance solution, ensuring an amazing customer experience, as measured by NPS, net revenue retention, referrals and product usage indicators.
The Customer Success Manager 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, accelerated net retention growth and referral sales. The CSM will be the key contact point for the customer relationship on all Diligent products.
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 the core Boards 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
- 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);
- 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;
- The role will require an element of travel.
- 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.