Customer Success Strategist

2 weeks ago

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

Diligent is a pioneering force in modern governance, offering cutting-edge SaaS solutions across various domains, including governance, risk, compliance, audit, and ESG. Our platform empowers over 1 million users and 700,000 board members and leaders to make informed decisions with ease.

We're passionate about creating a better world through technology and sustainable practices. As a global community, we strive to be agents of positive change, fostering a collaborative environment where creativity thrives.

Learn more at our website.

Position Overview:

The Customer Success Strategist oversees a portfolio of accounts, ensuring an exceptional customer experience as measured by NPS, net revenue retention, referrals, and product usage indicators.

This key role serves as the primary contact point for customers using Diligent products, performing hands-on account management activities while collaborating with other team members to deliver successful customer onboarding, training, and ongoing relationships.

Key Responsibilities:

  • 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 implementation and project teams, administrative staff, IT Team, and users of the Diligent application.
  • Collaborate internally to serve as the voice of the customer across departments, including sales, expansion, services, marketing, finance, customer transactions, and operations teams.
  • Work closely with the Expansion Sales team to identify, qualify, and pass on expansion leads.
  • Facilitate Diligent's product and module implementations with senior stakeholders, including C-Suite and Directors.
  • Maintain strong direct client relationships and retain those connections.
  • Pursue client advocacy initiatives.

Required Experience/Skills:

  • Fluency in additional languages to English is desirable.
  • Strong client relationship building and maintenance skills.
  • Experience in enterprise-level account management, preferably in SAAS, is desirable.
  • Familiarity with sales CRM applications like Salesforce is beneficial.
  • Excellent communication and presentation skills, with the ability to manage multiple stakeholders.
  • Strong problem-solving abilities and a natural curiosity about clients' business needs.
  • A high level of resilience and a positive attitude when facing challenges.
  • A passion for technology and a solution-centric mindset.

What Diligent Offers You:

  • A culture that encourages creativity and innovation.
  • Care and support for employees, with flexible work environments, comprehensive health benefits, meeting-free days, generous time off policies, and wellness programs.
  • A global presence with office hubs in New York City, Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney.
  • A commitment to diversity, promoting a diverse team through Employee Resource Groups and education resources.

Diligent is a leader in empowering leaders with technology, insights, and connections to drive greater impact and accountability. Our employees are passionate, smart, and creative individuals who want to build the software company of the future and create a more sustainable, equitable, and better world.

Headquartered in New York, Diligent has offices in Washington D.C., Baltimore, London, Galway, Budapest, Vancouver, Bengaluru, Munich, and Sydney.

We are committed to equal opportunities and do not discriminate based on various factors, such as race, color, sex, national origin, ancestry, citizenship status, pregnancy, physical or mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including cancer-related or HIV/AIDS-related), genetic information, or sexual orientation.

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