Customer Success Manager

About Us 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. Position Overview Diligent is looking for a highly professional and motivated individual to drive success for our customers through adoption, advocacy, and retention, as well as expansion and renewals. The successful candidate will be comfortable working with customers in a one-to-many relationship, delivering consistent and automatic touchpoints throughout the lifecycle to ensure an exceptional customer experience. Key Responsibilities Renew and grow a set of customer accounts using technology and automation to provide an excellent customer experience Collaborate with the Digital and Marketing teams to create proactive digital communications, including events, office hours, newsletters, and other resources Ensure continuous improvement in usage rates of Diligent products and features amongst assigned accounts Proactively oversee client health scores via dashboards and perform mitigation steps in case of any outstanding risk or issue Increase overall client satisfaction with Diligent solutions measured through Net Promoter Score Provide a seamless experience through all phases of the customer lifecycle - coordinating with the client implementation and project team, administrative staff, IT Team, and most importantly, the users of the Diligent applications Drive customer behavior by analyzing existing programs and using data to measure success Maximize growth potential by understanding customers’ desired outcomes, and working with the Diligent expansion sales team to identify opportunities for expanded use of customer’s current solutions and the broader Diligent solution set Required Experience/Skills: 1-3+ years of experience in customer success or account management (preferably in SAAS) Excellent communication and relationship management skills, with the ability to manage multiple stakeholders and high-level executives Strong data analysis and creative problem-solving ability, with a curiosity about clients’ business needs Persistently positive attitude in the face of challenges Passionate about technology and identifying solutions to make your customers successful Maximize growth potential by understanding customers’ desired outcomes, and working with the Diligent expansion sales team to identify opportunities for expanded use of customer’s current solutions and the broader Diligent solution setRelevant Bachelor’s degree required 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, 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. Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability – to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place.  Headquartered in New York, Diligent has offices in Washington D.C., London, Galway, Budapest, Vancouver, Bengaluru, Munich, and Sydney.    We are a drug free workplace. Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Diligent's EEO Policy  and  EEO is the Law . We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at recruitment@diligent.com . To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.