Customer Success Manager II
The Customer Success Manager II at Diligent Corporation is responsible for managing a portfolio of customer accounts, ensuring an exceptional experience that drives satisfaction and retention. This role serves as the primary point of contact for clients, coordinating with cross-functional teams to facilitate successful onboarding, training, and ongoing engagement. Diligent Corporation is a leader in governance, risk, and compliance (GRC) SaaS solutions, empowering over a million users and 700,000 board members worldwide.
Key responsibilities include proactively renewing and expanding customer accounts by anticipating needs and recommending additional products and services. The CSM II provides a seamless customer experience throughout all phases of the lifecycle, from onboarding to renewal. Building and maintaining strong relationships with key client stakeholders, including senior administrators and C-suite executives, is essential. The role also involves collaborating internally to represent the customer's voice across various departments and identifying opportunities for client advocacy initiatives.
Candidates should have 2–5 years of experience in Customer Success, Account Management, or post-sales roles, with a preference for those who have worked with public sector agencies, councils, or other public bodies. Experience in SaaS enterprise-level account management and proficiency with sales CRM applications like Salesforce are required. Strong communication and presentation skills, the ability to manage multiple stakeholders, and a solution-centric mindset are crucial. A high level of resilience and a positive attitude when faced with challenges are also important.
Diligent offers a flexible work environment, comprehensive health benefits, generous time-off policies, and wellness programs. The company fosters a culture of innovation and collaboration, with a commitment to diversity and inclusion. Employees have opportunities for professional growth and development within a global organization dedicated to making a positive impact.