Customer Success Strategist

5 days ago

Sydney, New South Wales, Australia Diligent Full time

About Diligent

We're the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit, and ESG. Our technology empowers over 1 million users and 700,000 board members and leaders with a holistic view of their organization's GRC practices.

At Diligent, you'll be an agent of positive change. You'll join a team of passionate, smart, creative people who want to help build the software company of the future and make the world a more sustainable, equitable, and better place.

This role is part of our customer success team, focused on delivering an exceptional experience for our clients. As a Customer Success Manager II, you will oversee a portfolio of accounts and ensure long-term satisfaction through proactive relationship management, product adoption, and growth opportunities.

**Key Responsibilities:**

  • Renew and grow customer accounts by anticipating needs, recommending additional products, and providing an excellent customer experience.
  • Increase client satisfaction measured through Net Promoter Score.
  • Provide a seamless customer experience across all phases of the customer lifecycle, collaborating with implementation teams, administrative staff, IT, and users.
  • Work closely with expansion sales to identify, qualify, and pass on leads.
  • Facilitate the implementation of Diligent's products with senior stakeholders, including C-Suite and Directors.
  • Build and maintain strong relationships with key stakeholders and retain those relationships.

**Requirements:

  • Fluency in English (additional languages desirable).
  • Experience in enterprise-level account management, preferably in SAAS.
  • Proficiency in sales CRM applications like Salesforce.
  • Excellent communication and presentation skills, with the ability to manage multiple stakeholders.
  • Strong problem-solving skills and a solution-centric mindset.

What We Offer:

  • A dynamic work environment that encourages innovation and collaboration.
  • A comprehensive benefits package, including flexible work arrangements, health benefits, time off policy, and wellness programs.
  • Opportunities for growth and professional development in a rapidly expanding industry.
  • Diversity and inclusion initiatives to foster a diverse and inclusive workplace.

Location: New York City, with offices worldwide.

Estimated salary: $90,000 - $120,000 per year, depending on location and experience.

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