Customer Success Manager I — 3rdRisk (a Diligent brand)
As a Customer Success Manager I at 3rdRisk, a Diligent brand, you will be responsible for guiding new customers through the onboarding process, ensuring they derive value from the platform. This role involves managing the customer relationship from initial implementation to go-live, and maintaining ongoing engagement through regular check-ins and Quarterly Business Reviews. Based in Diligent's Vancouver office, you will serve 3rdRisk customers across North America, collaborating with a growing team of Customer Success Managers in Vancouver and Amsterdam.
Your key responsibilities will include overseeing the end-to-end customer onboarding process, developing and refining onboarding materials such as playbooks and templates, and proactively managing customer relationships to drive adoption and satisfaction. You will also coordinate with product, support, and engineering teams to resolve complex customer issues and contribute to the development of 3rdRisk's Customer Success function by shaping processes, tools, and reporting mechanisms.
The ideal candidate will have experience in a customer-facing role, such as Customer Success, onboarding, implementation, or account management, and a strong desire to grow in the Customer Success field. Excellent communication and relationship-building skills are essential, as is a self-starting, process-oriented approach to creating and documenting repeatable structures. Comfort working in a small, evolving team and collaborating across time zones with international colleagues is important. An interest in third-party risk, governance, risk, and compliance (GRC), compliance, or SaaS is beneficial.
Compensation for this role includes a salary range of C$65,000 to C$81,500 per year. Diligent offers a flexible work environment with a genuine hybrid model, comprehensive health benefits, generous time off, wellness programs, and global days of service. The company fosters a culture that values curiosity, experimentation, and impact, providing opportunities for personal and professional growth.
Diligent is a leading provider of governance, risk, and compliance (GRC) SaaS solutions, serving over 1 million users and 700,000 board members worldwide. The company is headquartered in New York, with office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney. Joining Diligent offers the chance to be part of a dynamic team committed to empowering organizations to manage risk, build resilience, and make informed decisions.