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.ResponsibilitiesRenew 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 usageIncrease overall client satisfaction with Diligent measured through Net Promoter ScoreProvide 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/sCollaborate internally to be the voice of the customer across other departments, including with the sales, expansion, services, marketing, finance, customer transactions and operations teamsBe heavily intertwined with the Expansion Sales team in spotting, qualifying and passing on expansion leadsFacilitation alongside the Implementation team of Diligent’s product and modules with senior stakeholders to the client including C-Suite and DirectorsBuild and maintain strong direct client relationships with key stakeholders & retain those relationshipsSeek out client advocacy related initiativesSkillsUp to 3 years of experience requiredFluency in additional languages to English are desirableBuild and maintain strong direct client relationships with key stakeholders & retain those relationshipsSeek out client advocacy related initiativesExperience in enterprise level account management (preferably in SAAS) is desirableExperience in sales CRM applications such as SalesforceExcellent communication and presentation skills, with the ability to manage multiple stakeholdersStrong problem-solving ability, with a natural curiosity around the client's business needsHigh level of resilience and a positive attitude when faced with adversityPassionate about technology with a solution-centric mindsetBenefitsFlexible work environmentGlobal days of serviceComprehensive health benefitsMeeting free daysGenerous time off policyWellness programsCompany OverviewDiligent 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 http://diligent.com.



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