Customer Success Manager

About Us Diligent is the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit and ESG. Empowering more than 1 million users and 700,000 board members and leaders with a holistic view of their organization’s GRC practices so they can make better decisions, faster. No matter the challenge. At Diligent, you are an agent of positive change. You are joining a team of passionate, smart, 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. Be a part of a global community on a mission to make a real impact. Learn more at  diligent.com . Position Overview Diligent is looking for a highly professional and motivated individual to drive success for our Audit, Risk & Compliance customers through adoption, advocacy, and retention, as well as expansion and renewals. As a Customer Success Manager, you will be a trusted advisor, nurturing strong relationships and ensuring that our customers receive maximum value from our solution. You will be responsible for understanding customer needs and managing customer satisfaction from our product suite. You will closely monitor the health of our customer relationships, predicting and navigating challenges to offer solutions that increase retention and cross/up-sell opportunities. 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.  At this time, we are only able to consider candidates who are based in Mexico City.  Key Responsibilities Create and maintain the book of business in the Diligent CRM platform for customers to maximize product usage, increase their ROI, limit churn, and facilitate periodic Business Reviews Renew and grow a set of customer accounts using technology and automation to provide an excellent customer experience Work with leadership to ensure programs and customer touchpoints are in place to achieve invoiced revenue and net dollar retention targets Maintain consistent focus on business growth by identifying expansion opportunities (cross/ up-sell) and obtain referral leads from customers 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, Marketing team, Finance and Billing teams, Product team, Support team, and most importantly, the users of the Diligent applications Help the customer resolve their queries in a timely manner by providing them with useful resources/ help documents, be the point of contact to resolve any renewals or invoice related queries, and raise product enhancement/ feature requests on the Diligent CRM platform Collaborate with other teams to address the customers training and demo needs for the Diligent suite of products Drive customer behavior by analyzing existing programs and using data to measure success Utilize product knowledge to help the customers identify the best product features/ functionalities in line with their use cases 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: 1-5+ years of experience in customer success or account management (preferably in a SaaS environment) Relevant Bachelor’s degree or equivalent is required 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 Adept at learning new technologies and sharing your product knowledge effectively in a customer-facing environment Persistently positive attitude in the face of challenges and a team player Passionate about technology and identifying solutions to make your customers successful 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. 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., Baltimore, 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 Know Your Rights . 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.