Strategic Customer Success Professional
4 days ago
About Diligent
Diligent is the leading provider of governance, risk, compliance, audit and ESG solutions. Our SaaS platform empowers over 1 million users and 700,000 board members and leaders with a unified view of their organization's GRC practices. This enables them to make informed decisions quickly.
We are driven by a passion for making a positive impact. Our team is comprised of creative, innovative, and collaborative individuals who are dedicated to building the software company of the future.
Role Overview: (12-month Fixed Term Contract)
The Strategic Customer Success Professional oversees a portfolio of accounts and ensures an exceptional customer experience. This is measured by NPS, net revenue retention, referrals, and product usage indicators.
This role serves as the primary contact point for the customer relationship on Diligent products. The CSM will perform hands-on account management activities and collaborate with other teams to coordinate successful customer onboarding, training, and ongoing relationships.
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 through Net Promoter Score.
- Provide a seamless and 'best in class' customer experience throughout the customer lifecycle – coordinating with implementation and project teams, administrative staff, IT Team, and users of the Diligent application.
- Collaborate internally to be the voice of the customer across departments, including sales, expansion, services, marketing, finance, customer transactions, and operations teams.
- Work closely with the Expansion Sales team in identifying and qualifying expansion leads.
- Facilitate Diligent's product and modules with senior stakeholders, including C-Suite and Directors.
- Become a trusted advisor to clients by building and maintaining strong direct relationships with key stakeholders.
Required Experience/Skills:
- 1-3 years of experience in building and maintaining strong direct client relationships.
- A track record of seeking out client advocacy initiatives.
- Some experience in enterprise-level account management (preferably in SaaS) is desirable.
- Experience with sales CRM applications like Salesforce is a plus.
- Excellent communication and presentation skills, with the ability to manage multiple stakeholders.
- Strong problem-solving ability, with a natural curiosity around client business needs.
- High resilience and a positive attitude when faced with challenges.
- A passion for technology with a solution-centric mindset.
What We Offer:
- Creativity is ingrained in our culture. We foster innovation and collaboration.
- We care about our people. We offer flexible work environments, global days of service, comprehensive health benefits, meeting-free days, generous time off policies, and wellness programs.
- Our global presence includes office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney.
- Diversity is essential to us. We prioritize growing, maintaining, and promoting a diverse team through Employee Resource Groups and access to resources and education.
Join Us: As a valued member of our team, you will have the opportunity to contribute to a world-changing idea that empowers leaders with technology, insights, and connections to drive greater impact and accountability.
Diligent has revolutionized the modern governance movement. Our employees are passionate, smart, and creative individuals who want to build the software company of the future and make the world a more sustainable, equitable, and better place.
With offices in New York, Washington D.C., Baltimore, London, Galway, Budapest, Vancouver, Bengaluru, Munich, and Sydney, we are a global leader in modern governance.
EEO Statement: We are an equal opportunity employer and do not discriminate based on race, color, religion, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender, medical condition, genetic information, or sexual orientation.
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