Manager, Customer Success

The Manager, Customer Success at Diligent Corporation leads a team of Customer Success Managers (CSMs) to enhance customer satisfaction and drive growth. This role involves both direct account management and coaching team members to ensure long-term client engagement and loyalty.

Key responsibilities include managing and developing a team of CSMs to achieve high customer satisfaction and retention, overseeing a portfolio of top-tier customers as a trusted advisor, and training CSMs to conduct client reviews and consultations. The manager will also collaborate with senior leadership to develop playbooks and risk mitigation strategies, build partnerships with global peers, and work closely with sales and marketing teams to identify opportunities and drive product adoption.

Required qualifications include over five years of progressive experience in Customer Success or a related field, along with experience in people management. The candidate should have a strong background in building or refining Customer Success processes and operational frameworks, a solid understanding of the Value Framework, and the ability to manage internal and external conflicts effectively.

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, providing opportunities for professional growth and development within a global team dedicated to making a positive impact.