Customer Success Director

2 days ago

Sydney, New South Wales, Australia Diligent Full time
About Us

Diligent is the global leader in modern governance, providing innovative SaaS solutions that empower leaders to drive greater impact and accountability. With a holistic view of their organization's GRC practices, they can make better decisions, faster.

We are a team of passionate, smart, creative people who not only want to help build the software company of the future but also make the world a more sustainable, equitable and better place. Our mission is to empower leaders with the technology, insights and connections they need to lead with purpose.

Job Description

The Customer Success Director oversees a portfolio of high-value accounts and ensures an exceptional customer experience, measured by NPS, net revenue retention, referrals and product usage indicators. As the key contact point for the customer relationship on Diligent products, this individual will perform hands-on account management activities and collaborate with other teams to coordinate successful customer onboarding, training and ongoing relationships.

  • 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 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, and operations teams.
Key Responsibilities
  • Foster strong direct client relationships with key stakeholders and retain those relationships.
  • Facilitate the Implementation team's product and modules with senior stakeholders, including C-Suite and Directors.
  • Build and maintain strong client advocacy initiatives.
Required Skills and Qualifications

To excel in this role, you'll need:

  • 1-3 years of experience building and maintaining strong direct client relationships.
  • Some experience in enterprise-level account management (preferably in SAAS).
  • Experience with sales CRM applications such as Salesforce.
  • Excellent communication and presentation skills, with the ability to manage multiple stakeholders.
  • A natural problem-solving ability, with a curiosity about clients' business needs.
  • A high level of resilience and a positive attitude when faced with adversity.
  • A passion for technology, with a solution-centric mindset.
What We Offer

We care about our people and offer a flexible work environment, global days of service, comprehensive health benefits, meeting-free days, generous time-off policy, and wellness programs. You'll thrive in a culture that values creativity, innovation, and diversity. Join our team and contribute to making a real impact

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