Customer Success Manager I

Diligent is a leader in governance, risk and compliance SaaS solutions, serving over 1 million users. The Customer Success Manager I is responsible for overseeing a portfolio of accounts, ensuring excellent customer experiences, and collaborating with teams to enhance customer satisfaction and retention. Responsibilities Renew and grow a set of customer accounts by proactively anticipating needs, recommending additional products and services and providing an excellent customer experience as measured by revenue retention and customer product usage Increase overall client satisfaction with Diligent measured through Net Promoter Score Provide a seamless and ‘best in class’ customer experience through all phases of the customer lifecycle - coordinating with the client implementation and project teams, administrative staff, IT Team, and users of the Diligent application/s Collaborate internally to be the voice of the customer across other departments, including with the sales, expansion, services, marketing, finance, customer transactions and operations teams Be heavily intertwined with the Expansion Sales team in spotting, qualifying and passing on expansion leads Facilitation alongside the Implementation team of Diligent’s product and modules with senior stakeholders to the client including C-Suite and Directors Build and maintain strong direct client relationships with key stakeholders & retain those relationships Seek out client advocacy related initiatives Skills Up to 3 years of experience required Fluency in additional languages to English are desirable Build and maintain strong direct client relationships with key stakeholders & retain those relationships Seek out client advocacy related initiatives Experience in enterprise level account management (preferably in SAAS) is desirable 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 Benefits Flexible work environment Global days of service Comprehensive health benefits Meeting free days Generous time off policy Wellness programs Company Overview Diligent is the largest GRC SaaS provider, with 1M users, across 23,000 organizations, valued at $7B+ and $500 million+ in revenue. It was founded in 2001, and is headquartered in New York, New York, USA, with a workforce of 1001-5000 employees. Its website is