Customer Success Relationship Manager
3 days ago
We are seeking a skilled Customer Success Relationship Manager to join our team at Diligent, the global leader in modern governance. This role offers an exciting opportunity to work with a dynamic team, drive customer satisfaction, and contribute to the company's mission to empower leaders.
About the Role:
The Customer Success Relationship Manager will oversee 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, you will perform hands-on account management activities and collaborate with other team members to coordinate successful customer onboarding, training, and ongoing relationships.
Key Responsibilities:
- Reneew 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 measured through Net Promoter Score;
- Provide a seamless and 'best in class' customer experience through all phases of the customer lifecycle - coordinating with the client implementation and project teams, administrative staff, IT Team, and users of the Diligent application/s;
- Collaborate internally to be the voice of the customer across other departments, including with the sales, expansion, services, marketing, finance, customer transactions, and operations teams;
- 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, including C-Suite and Directors;
- 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 building and maintaining strong direct client relationships with key stakeholders and retaining those relationships;
- Some experience in enterprise-level account management (preferably in SAAS) is desirable;
- Some 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:
- A competitive salary range of $80,000 - $110,000 per year, depending on experience;
- 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;
About Us:
Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights, and connections they need to drive greater impact and accountability – to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future but who want to make the world a more sustainable, equitable, and better place.
Contact Us:
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