Manager, Customer Success

Position Overview:  

The Manager, Customer Success is a leadership role that is tasked with managing a small team of Customer Success Managers (CSM). The role is focused on developing ongoing customer relationship activity to ensure customer satisfaction leads to accelerated growth in net blended retention, product engagement, NPS & Referrals. 

The Manager, Customer Success will be expected to perform hands-on account management activities as well as coach team members in coordinating successful ongoing customer relationships to ensure long-term satisfaction. The Manager, Customer Success will ensure the team are effectively targeting and engaging with customers, communicating Diligent’s value proposition and improving the team’s tracking and reporting capabilities. 

The Manager, Customer Success is a highly commercial minded and motivated individual that coordinates successful end to end customer lifecycle management for the team to ensure long-term engagement and loyalty, accelerated net retention, NPS, product usage and referrals. 

Key Responsibilities  

• Manage, coach and develop small team of CSMs with the goal of achieving extremely high customer satisfaction and retention outcomes. 

• Manage small book of business of top tier customers and be seen as a Trusted Advisor 

• Train CSMs to conduct periodic client site reviews and consultation sessions to ensure client value-add features and renews services each. 

• Work closely with Senior Director, Customer Success and other leaders within the CS team to develop playbooks and risk mitigation strategies for long tail customers. 

• Build partnerships with global peers to align on best practice methodologies and processes. 

• Develop strong relationships with Sales teams, meeting regularly to strategically identify opportunities within the client base to partner together and realize the full value of Diligent's solutions. 

• Work closely with Marketing to create awareness and drive adoption of Diligent solutions and educate clients on corporate governance best practices for Mid-Market segments. 

• Support Customer Success Leadership with reporting and ensure team achieve KPI targets and recording activities in the CRM system. 

• Liaise with Product Management to ensure team members are well-versed on product releases and client feedback is being communicated on a regular basis. 

• Work closely with Customer Success leadership on strategic department and global wide projects 

Required Experience/Skills  

• 5+ years of progressive experience in Customer Success or related field, along with experience in people management. 

• Ability to drive retention and product engagement activities. 

• Strong background in building or refining Customer Success processes, playbooks, and operational frameworks. 

• Strong understanding of Value Framework​ 

• Able to manage conflict (internal and external)​ 

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About Us

Diligent is the AI leader in governance, risk and compliance (GRC) SaaS solutions, helping more than 1 million users and 700,000 board members to clarify risk and elevate governance. The Diligent One Platform gives practitioners, the C-Suite and the board a consolidated view of their entire GRC practice so they can more effectively manage risk, build greater resilience and make better decisions, faster. 

Learn more at diligent.com or follow us on LinkedIn and Facebook

 

What Diligent Offers You 

• 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
• 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 to name a few
• 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. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding.

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. 

Headquartered in New York, Diligent has offices in Washington D.C.,  London, Galway, Budapest, Vancouver, Bengaluru, Munich, Singapore and Sydney.   To foster strong collaboration and connection, this role will follow a hybrid work model. If you are within a commuting distance to one of our Diligent office locations, you will be expected to work onsite at least 50% of the time. We believe that in-person engagement helps drive innovation, teamwork, and a strong sense of community.

 

_{We are a drug free workplace. Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, 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, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Diligent's EEO Policy and Know Your Rights. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at recruitment@diligent.com.}

_{To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.}