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Job description
The 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. The CSM II will perform hands-on account management activities as well as collaborate with other team members in coordinating successful customer onboarding, training and ongoing customer relationships to ensure long-term satisfaction.
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 measured through Net Promoter Score; Provide a seamless and ‘best in class’ customer experience through all phases of the customer lifecycle.
Build and maintain strong direct client relationships with key stakeholders & retain those relationships; Some experience in enterprise level account management (preferably in SAAS) is desirable; 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
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Company
Tech, Software & IT Services • Corporate Services
Diligent is a leading GRC SaaS company serving over 25,000 customers globally. Our innovative platform offers comprehensive governance, risk, compliance, and ESG solutions, empowering leaders to drive impact and accountability. With a focus on sustainability and equity, Diligent's passionate team is dedicated to making the world a better place through technology.