Customer Success Manager Ii

7 months ago

Sydney, Australia Diligent Corporation Full time

**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.

**Position Overview**:
The Customer Success Manager II oversees a portfolio of accounts and ensures an amazing customer experience, as measured by NPS, net revenue retention, referrals and product usage indicators.

As the key contact point for the customer relationship on Diligent products. 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.

**Key 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;
- 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 & retain those relationships.
- Seek out client advocacy related initiatives

**Required Experience/Skills**
- Fluency in additional languages to English are desirable
- Build and maintain strong direct client relationships with key stakeholders & retain those relationships.
- Some experience in enterprise level account management (preferably in SAAS) is desirable
- 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 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.

**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.

  • Customer Success Manager Ii

    7 months ago

    Sydney, Australia Hatch Full time

    ** This role is at QBE (not for Hatch)** Hatch is supporting QBE to find a great Customer Success Manager II to join their Sales and Customer Success team. Hatch exists to level the playing field for people as they discover a career that’s right for them. We model this in our hiring process for our partners like QBE. **About the role at QBE** You’ll...

  • Cra Ii

    2 months ago

    Sydney, Australia Icon plc Full time

    CRA II / Senior CRA - Australia - Remote ICON plc is a world-leading healthcare intelligence and clinical research organization. We’re proud to foster an inclusive environment driving innovation and excellence, and we welcome you to join us on our mission to shape the future of clinical development CRA II / Senior CRA Location: Sydney / Melbourne /...

  • Customer Success Manager

    1 month ago

    Sydney, Australia HSI Full time

    The Customer Success Manager (II) is responsible for maintaining strong relationships with HSI small - medium clients, supporting their experience with HSI products and services, achieving account growth (upsell) and retaining the license long term (renewal). This role requires excellent communication and business acumen, a strong understanding of product...

  • Cra Ii

    4 months ago

    Sydney, Australia Icon plc Full time

    CRA II - Australia - Office based ICON plc is a world-leading healthcare intelligence and clinical research organization. We’re proud to foster an inclusive environment driving innovation and excellence, and we welcome you to join us on our mission to shape the future of clinical development Opening: CRA II (Australia) ICON plc is a world-leading...

  • Cra Ii

    3 weeks ago

    Sydney, Australia ICON Plc Full time

    CRA II/ Senior CRA - home-based in Sydney/ Melbourne/ Brisbane/ Adelaide. Join us and advance your career with an industry leading CRO. ICON plc is a world-leading healthcare intelligence and clinical research organization. We’re proud to foster an inclusive environment driving innovation and excellence, and we welcome you to join us on our mission to...

  • Cra Ii

    2 months ago

    Sydney, Australia Icon plc Full time

    CRA II/ Senior CRA - home-based in Sydney/ Melbourne/ Brisbane/ Adelaide. Join us and advance your career with an industry leading CRO. ICON plc is a world-leading healthcare intelligence and clinical research organization. We’re proud to foster an inclusive environment driving innovation and excellence, and we welcome you to join us on our mission to...

  • Cra Ii

    4 weeks ago

    Sydney, Australia ICON Plc Full time

    CRA II/ Senior CRA - home-based in Sydney/ Melbourne/ Brisbane/ Adelaide. Join us and advance your career with an industry leading CRO. ICON plc is a world-leading healthcare intelligence and clinical research organization. We’re proud to foster an inclusive environment driving innovation and excellence, and we welcome you to join us on our mission to...

  • Manager, Customer Success

    6 months ago

    Sydney, Australia Basware Full time

    Manager, Customer Success Join our team at Basware and lead the charge in driving customer success! As the **Manager, Customer Success**, you'll spearhead a dynamic high-performing team dedicated to ensuring Basware solution adoption, our clients' satisfaction and achieving their desired outcomes. This role is for you, who has people management experience,...

  • Customer Success Manager

    7 months ago

    Sydney, Australia Informatica Full time

    **Customer Success Manager** The **Customer Success Manager** is responsible for managing a portfolio of Informatica customers from purchase to renewal and growth throughout their lifecycle. Through the CSM partnership, Informatica's customers derive maximum value from their investment, including accelerated timelines and realization of business goals. The...

  • Manager, Customer Success

    7 months ago

    Sydney, Australia SafetyCulture Full time

    **Manager, Customer Success**: - Sydney- Sales & Success - Leadership & Support /- Full-time Permanent- / Hybrid- SafetyCulture is a customer and product-led SAAS company, our mission is to help working teams get better every day, our technology platform and products give front line workers a voice and leaders the visibility to make smart decisions when...

  • Customer Success Manager

    7 months ago

    Sydney, Australia Teradata Full time

    What You'll Do The Customer Success Manager (CSM) is a strategic customer facing position focused on increased adoption of Teradata technologies and customer value realization of their investment. You will advocate for Teradata to drive success across multiple customer outcomes. The Customer Success Manager is highly respected for their knowledge, skills,...

  • Manager, Customer Success

    7 months ago

    Sydney, Australia WalkMe Full time

    WalkMe pioneered the Digital Adoption Platform (DAP) to empower business leaders to realize and unlock the full potential of technology in today's overwhelming digital world. Through WalkMe's guidance, engagement, insights, and seamless automation, employees are more efficient, executives have better visibility into digital usage, and organizations maximize...

  • Customer Success Manager

    7 months ago

    Sydney, Australia Trintech Technologies Ltd Australia Full time

    Trintech is currently seeking a growth focused, results-driven, and highly motivated individual to join our growing Customer Success team. As a Customer Success Manager (CSM), you will have a key role in driving product adoption, building trusted advisor relationships within assigned customer accounts and increasing customer satisfaction and retention. In...

  • Customer Success Manager

    7 months ago

    Sydney, Australia AvePoint Full time

    **Customer Success Manager - Sydney or Melbourne, Australia** **About AvePoint** At AvePoint, we are committed to investing in our people: we believe agility, passion and teamwork sets us up to do our best work and fosters a culture where you feel empowered to take initiative, learn from others and craft your career with the intention to unleash the power...

  • Customer Success Manager

    7 months ago

    Sydney, Australia Basware Full time

    Join our team at Basware and lead the charge in driving customer success! As the **Manager of Customer Success**, you'll spearhead a dynamic high-performing team dedicated to ensuring Basware solution adoption, our clients' satisfaction and achieving their desired outcomes. This role is for you, who has people management experience, and a background in...

  • Customer Success Manager

    7 months ago

    Sydney, Australia London Stock Exchange Group Full time

    Customer Success Manager At LSEG, we help our customers achieve success by providing access to an open platform that uncovers opportunity and catalyzes change. As a Customer Success Manager, you will be responsible for fostering intimate relationships and being a trusted advisor to our Investment & Wealth Management Customers who use our Desktop Solutions...

  • Customer Success Manager

    3 months ago

    Sydney, Australia Trintech Technologies Ltd Australia Full time

    Trintech is currently seeking a growth focused, results-driven, and highly motivated individual to join our growing Customer Success team. As a Customer Success Manager (CSM), you will have a key role in driving product adoption, building trusted advisor relationships within assigned customer accounts and increasing customer satisfaction and retention. In...

  • Customer Success Manager

    1 month ago

    Sydney, Australia HSI Full time

    The Customer Success Manager (II) is responsible for maintaining strong relationships with HSI small- medium clients, supporting their experience with HSI products and services, achieving account growth (upsell) and retaining the license long term (renewal).  This role requires excellent communication and business acumen, a strong understanding of product...

  • Manager, Customer Success

    8 months ago

    Sydney, Australia Procore Technologies Full time

    As **Manager **of our** Commercial Customer Success **team, you will play a crucial role in driving the retention and expansion of our customer base, through increased adoption and engagement. You will be responsible for overseeing a team of dedicated Customer Success Managers, aligning their efforts with company objectives, and fostering a customer...

  • Manager, Customer Success

    7 months ago

    Sydney, Australia Baseware Full time

    Join our team at Basware and lead the charge in driving customer success! As the **Manager, Customer Success**, you'll spearhead a dynamic high-performing team dedicated to ensuring Basware solution adoption, our clients' satisfaction and achieving their desired outcomes. This role is for you, who has people management experience, and a background in value...