Customer Success Manager: Spearheading Client Loyalty
3 weeks ago
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 so they can make better decisions, faster.
We are on a mission to empower leaders with the technology, insights and connections they need to drive greater impact and accountability – to lead with purpose.
Job OverviewThe Customer Success Manager oversees a portfolio of accounts and ensures an amazing 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, the CSM will perform hands-on account management activities and collaborate with other team members to coordinate successful customer onboarding, training and ongoing customer relationships to ensure long-term satisfaction.
Key Responsibilities- Rename 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 & retain those relationships;
- Seek out client advocacy related initiatives;
- 1-3 years of experience building and maintaining strong direct client relationships with key stakeholders & retaining those relationships;
- 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;
We offer a competitive salary range $80,000 - $110,000 per year, depending on your qualifications and location. In addition, you will have access to our comprehensive health benefits package, meeting-free days, generous time-off policy, and wellness programs.
Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients.
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