Customer Success Manager

Position summary

The Customer Success Manager will own a portfolio of accounts and focus on delivering an outstanding customer journey, with success measured through NPS, net revenue retention, referrals, and product adoption indicators.

As the primary relationship owner for customers using Diligent products, this role combines direct account management with close coordination across internal teams to support smooth onboarding, effective training, and continued engagement that drives long-term satisfaction.

Key responsibilities

• Protect and expand a defined book of business by anticipating customer needs, suggesting relevant products and services, and delivering a strong experience reflected in retention and usage outcomes.
• Improve customer satisfaction scores, including Net Promoter Score.
• Deliver a smooth, high-quality experience throughout the customer lifecycle by working with implementation, project, administrative, IT, and end-user teams.
• Act as the customer advocate internally, sharing insights and feedback with sales, expansion, services, marketing, finance, customer transactions, and operations.
• Partner closely with the Expansion Sales team to identify, qualify, and hand over growth opportunities.
• Support product and module rollouts alongside the Implementation team, including engagement with senior stakeholders such as C-suite executives and directors.
• Create and sustain trusted relationships with key client contacts.
• Identify and encourage customer advocacy initiatives.

Required experience and skills

• Demonstrated ability to build and maintain strong relationships with senior client stakeholders.
• Background in enterprise account management, ideally within SaaS.
• Exposure to CRM platforms such as Salesforce.
• Strong verbal, written, and presentation skills with the ability to manage multiple stakeholders.
• Sound problem-solving skills and a genuine interest in understanding customer business needs.
• Resilience and a constructive attitude when dealing with challenging situations.
• Interest in technology and a practical, solution-focused mindset.

About the company

Diligent is a leading SaaS provider in governance, risk, and compliance, supporting more than 1 million users and 700,000 board members with better visibility into risk and governance. Its platform gives executives, practitioners, and boards a consolidated view of their GRC environment to improve resilience and decision-making.

The company emphasizes bold thinking, speed, curiosity, and continuous learning. It supports teams building AI-enabled systems and reworking workflows with modern technology, and it aims to create positive change through its global community.

Work model

This role follows a hybrid arrangement. If you live within commuting distance of a Diligent office, you should expect to be on site at least 50% of the time to support collaboration, innovation, and team connection.

Benefits and culture

• Flexible working environment.
• Global days of service.
• Comprehensive health benefits.
• Meeting-free days.
• Generous time off.
• Wellness programs.
• Opportunity to work with global teams across multiple locations.
• Commitment to diversity, employee resource groups, and learning resources that support inclusion and understanding.

Equal opportunity and workplace policies

Diligent is a drug-free workplace and is an equal opportunity employer. Hiring decisions are made without discrimination based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, disability, age, military status, veteran status, marital status, domestic partnership or civil union status, gender identity or expression, medical condition, genetic information, or sexual orientation, in line with applicable laws.

The company also considers qualified applicants with criminal histories as allowed by law. Reasonable accommodations are available for qualified individuals with disabilities and disabled veterans during the application process; assistance requests can be sent to recruitment@diligent.com.

Agency note

Diligent does not accept unsolicited resumes from recruitment agencies and is not responsible for any associated fees.