Customer Success Manager

1 month ago

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

Diligent Corporation is the global leader in modern governance, providing innovative SaaS solutions across governance, risk, compliance, audit, and ESG. Our mission is to empower leaders with the technology, insights, and connections they need to drive greater impact and accountability.

Job Overview

The Customer Success Manager plays a critical role in overseeing a portfolio of accounts and ensuring an exceptional customer experience. This includes proactively anticipating customer needs, recommending additional products and services, and providing a seamless and 'best in class' customer experience.

Key Responsibilities
  • Renew and grow a set of customer accounts by proactively anticipating needs and providing an excellent customer experience.
  • Increase overall client satisfaction with Diligent measured through Net Promoter Score.
  • Provide a seamless and 'best in class' customer experience through all phases of the customer lifecycle.
  • Collaborate internally to be the voice of the customer across other departments.
  • Be heavily intertwined with the Expansion Sales team in spotting, qualifying, and passing on expansion leads.
  • Facilitate alongside the Implementation team of Diligent's product and modules with senior stakeholders to the client.
  • Build and maintain strong direct client relationships with key stakeholders and retain those relationships.
  • Seek out client advocacy related initiatives.
Requirements
  • 1-3 years of experience in building and maintaining strong direct client relationships.
  • 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 Diligent Offers
  • Creativity is ingrained in our culture. We are innovative collaborators by nature.
  • 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.
  • 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.

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