Customer Success Manager II

Back to jobs New Customer Success Manager II Netherlands Apply Position Overview In today’s interconnected world, no organization operates in isolation. Companies often depend on other organizations for products, services, or support. This can range from sourcing components from a supplier to using software provided by a technology company. Third parties are all external entities with whom you conduct business or maintain a formal relationship. However, when we rely on these third parties, risks arise. What if they fail to deliver what you need, or if they experience a security issue with their software? These challenges can impact any organization. That’s where Third Party Risk Management (TPRM) comes in. It focuses on understanding these risks and taking appropriate measures to mitigate them. As a Customer Success Manager II, you are a strategic partner to our customers and a key driver of long-term value realisation. You operate at both operational and executive levels, ensuring our platform delivers measurable impact aligned with our clients’ risk and compliance objectives. You take ownership of complex customer environments, drive adoption, mitigate churn risk, and actively contribute to the continuous professionalisation of our Customer Experience (CX) organisation. Key Responsibilities    Relationship management:   Build and maintain executive-level relationships with key stakeholders. Act as a trusted advisor on TPRM strategy, governance, and best practices. Drive account growth through value realization, expansion opportunities, and customer advocacy. Implementation and onboarding Lead complex implementations and onboarding trajects, ensuring structured project governance and timely delivery. Define success plans, KPIs, and measurable outcomes with customers. Proactively identify risks in adoption and intervene with data-driven strategies. Customer Enablement & Advisory Deliver advanced training sessions and workshops tailored to customer maturity levels. Provide guidance on optimizing workflows, compliance frameworks, and reporting structures within the platform. Translate regulatory and operational requirements into scalable platform configurations. Escalation & Risk Management Manage escalations with professionalism and urgency, coordinating cross-functional teams (Development, Product, Sales, Operations). Conduct structured root-cause analyses and ensure sustainable resolution of issues. Voice of the Customer & Continuous Improvement Systematically collect and synthesize customer insights to influence product roadmap and process optimisation. Contribute to internal playbooks, best practices, and scalability initiatives within the CX organisation. Required experience and skills: 5+ years working experience, with 2-4 years of customer success experience required.  Fluency in English and a good understanding of Dutch or another European language are desirable   Build and maintain strong direct client relationships with key stakeholders & retain those relationships.   Some experience in mid-market to enterprise level account management (preferably in SAAS) is desirable   Some experience in sales CRM applications such as Salesforce  Excellent communication and presentation skills, with the ability to manage multiple stakeholders  Strong problem-solving ability, with a natural curiosity around the client’s business needs  High level of resilience and a positive attitude when faced with adversity  Passionate about technology with a solution-centric mindset What 3rdRisk, a Diligent brand Offers You: A challenging role in a fast-growing SaaS company where you can truly make an impact Competitive salary and bonus Employer-funded pension plan 25 paid holidays 2 weeks of remote work per year An enthusiastic team with ambitious goals. Together we achieve great things and have a lot of fun doing so.  An inspiring office on the 13th floor of The Social Hub in Amsterdam (including gym, restaurant, and vibrant community events) About Us Diligent is the AI leader in governance, risk and compliance (GRC) SaaS solutions, helping more than 1 million users and 700,000 board members to clarify risk and elevate governance. The Diligent One Platform gives practitioners, the C-Suite and the board a consolidated view of their entire GRC practice so they can more effectively manage risk, build greater resilience and make better decisions, faster.  At Diligent, we're building the future with people who think boldly and move fast.  Whether you're designing systems that leverage large language models or part of a team reimaging workflows with AI, you'll help us unlock entirely new ways of working and thinking.  Curiosity is in our DNA, we look for individuals willing to ask the big questions and experiment fearlessly - those who embrace change not as a challenge, but as an opportunity.  The future belongs to those who keep learning, and we are building it together.  At Diligent, you’re not just building the future - you’re an agent of positive change, joining a global community on a mission to make an impact. Learn more at diligent.com or follow us on  LinkedIn  and  Facebook   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.,  London, Galway, Budapest, Vancouver, Bengaluru, Munich, Singapore and Sydney.   To foster strong collaboration and connection, this role will follow a hybrid work model. If you are within a commuting distance to one of our Diligent office locations, you will be expected to  work onsite at least 50% of the time.  We believe that in-person engagement helps drive innovation, teamwork, and a strong sense of community.   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. Create a Job Alert Interested in building your career at Diligent Corporation? Get future opportunities sent straight to your email. 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