Customer Success Manager II

Customer Success Manager II at Diligent. As a CSM II you will take ownership of a portfolio of customer accounts and play a key role in delivering an exceptional experience to our customers. The CSM II will perform hands-on account management activities as well as collaborate with other team members in coordinating successful customer onboarding, training and ongoing customer relationships to ensure long-term satisfaction.

The ideal candidate is a collaborative professional who excels in a customer-centric environment and has a track record of partnering with senior leaders of large, multi-national organizations. With a deep understanding of governance, risk, and compliance (GRC) challenges, you'll leverage Diligent's solutions to help customers navigate their most complex governance needs while driving product adoption and success.

• 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 products and modules with senior stakeholders to the client including C-Suite and Directors
• Build and maintain strong direct client relationships with key stakeholders and retain those relationships
• Seek out client advocacy related initiatives

• Experience leveraging AI tools to enhance productivity, gain insights, or deliver more personalized customer engagement
• Build and maintain strong direct client relationships with key stakeholders and retain those relationships
• Some experience in 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

• 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
• Flexible work environment, comprehensive health benefits, generous time off policy and wellness programs
• Global teams with office hubs in multiple locations; hybrid work model
• Diversity is important to us and we foster an inclusive environment with Employee Resource Groups and resources to support education, dialogue and understanding

Headquartered in New York, Diligent has offices worldwide. This role follows a hybrid work model. If you are within commuting distance to a Diligent office location, you may be expected to work onsite at least 50% of the time.

We are an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, disability, age, military status, sexual orientation, gender identity or expression, or other protected characteristics. We provide reasonable accommodations for qualified individuals with disabilities. If you need assistance or an accommodation due to a disability, contact

To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Diligent is not responsible for fees related to unsolicited resumes.