Account Growth Strategist II

4 weeks ago

Sydney, New South Wales, Australia Diligent 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, enabling better decision-making. No matter the challenge.

At Diligent, you are an agent of positive change. Joining our team means collaborating with passionate, smart, creative people who want to build the software company of the future and make the world a more sustainable, equitable place. Be part of a global community on a mission to drive real impact.

Position Overview:

The Customer Success Manager II oversees a portfolio of accounts, ensuring an exceptional 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, this role performs hands-on account management activities and collaborates with other team members to coordinate successful customer onboarding, training, and ongoing relationships for long-term satisfaction.

Main Responsibilities:

  • Renew and grow 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 teams, 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.
  • Foster strong direct client relationships with key stakeholders and retain those relationships.
  • Seek out client advocacy-related initiatives.

Required Experience/Skills:

  • Fluency in additional languages to English is desirable.
  • 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.
  • 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.

What We Offer You:

  • A culture that values creativity and innovation, empowering you to explore new ways of working and helping our clients.
  • We care about our people, offering flexible work environments, comprehensive health benefits, meeting-free days, generous time off policies, and wellness programs.
  • A global team spread across various locations worldwide, including New York City, Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney.
  • Diversity is essential to us, and we foster and encourage it through Employee Resource Groups and resources to support education, facilitate dialogue, and promote understanding.

Why Choose Diligent:

We empower leaders with technology, insights, and connections to drive greater impact and accountability, leading with purpose. Our employees are passionate, smart, and creative people who want to help build the software company of the future and make the world a more sustainable, equitable, and better place.

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