Customer Success Manager II

Position Overview:

The Customer Success Manager II oversees a portfolio of accounts and ensures an amazing customer experience, 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;
• 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/Skills

• Minimum of 5 years of experience required with 2-4 years of Customer Success experience required.
• Some experience in mid-market to enterprise level account management (preferably in SaaS) is desirable.
• Build and maintain strong direct client relationships with key stakeholders & retain those relationships.
• 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

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.