ABOUT US

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. No matter the challenge.
At Diligent, you are an agent of positive change. You are joining a team of passionate, smart, 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. Be a part of a global community on a mission to make a real impact.
Learn more at diligent.com.

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.

REQUIRED EXPERIENCE/SKILLS

• 5+ years of experience in people’s management
• Strong understanding of Value Framework

• Oversight of book of business and stepping in where necessary to partner with CSM’s to ensure best outcomes for the client base.
• Manage, coach and develop small team of CSMs with 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 practise methodologies and processes.
• Develop strong relationships with Sales teams, meeting regularly to strategically identify opportunities within the client base to partner together and realise 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 segment.
• Support Customer Success Leadership with reporting and ensure team are achieving KPI targets and recording activities in 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
• Drive retention and product engagement activities to ensure top level retention.
• Step in and assist with Senior Director, Customer Success responsibilities when required to support the ongoing management of the team during times of need.
• Assist in coaching, mentoring, and talent development of the broader Customer Success team.