Diligent
New York, New York, United States; Washington, District of Columbia, United States
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. The Diligent One Platform gives practitioners, the C-Suite and the board a consolidated view of their GRC practice so they can manage risk, build resilience and make better decisions, faster.
At Diligent, we’re building the future with people who think boldly and move fast. Whether you’re designing systems that leverage large language models or reimagining workflows with AI, you’ll help us unlock new ways of working and thinking. Curiosity drives us: we look for individuals who embrace change as an opportunity and enjoy learning as a core habit. You’re an agent of positive change, joining a global community on a mission to make an impact.
The Customer Success Manager II
oversees a portfolio of accounts and ensures an amazing customer experience, as measured by NPS, net revenue retention, referrals and product usage indicators. As the key contact point for the customer relationship on Diligent products, the CSM II will perform hands-on account management activities and collaborate with other team members to coordinate onboarding, training and ongoing customer relationships for long-term satisfaction. 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 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, coordinating with the client implementation and project teams, administrative staff, IT, and users of the Diligent application(s); Collaborate internally to be the voice of the customer across other departments, including sales, expansion, services, marketing, finance, customer transactions and operations teams; Be closely aligned with the Expansion Sales team in spotting, qualifying and passing on expansion leads; Support the Implementation team in coordinating Diligent’s products and modules with senior stakeholders, including C-Suite and Directors; Build and maintain strong direct client relationships with key stakeholders and retain those relationships; Identify client advocacy opportunities and initiatives. Required Experience/Skills Minimum of 5 years of work experience with 2-4 years in customer success. Fluency in languages other than English is desirable. Strong ability to build and maintain direct client relationships with key stakeholders. Experience in mid-market to enterprise level account management (preferably in SAAS). Experience with sales CRM applications such as Salesforce and Gainsight. Excellent communication and presentation skills with the ability to manage multiple stakeholders. Strong problem-solving ability and curiosity about the client’s business needs. Resilience and a positive attitude in the face of adversity. Passion for technology with a solution-centric mindset. U.S. pay range $75,000 - $93,000 USD What Diligent Offers You Creativity is ingrained in our culture.
We are innovative collaborators by nature, exploring how things can be done differently internally and for clients. We care about our people.
Flexible work environment, health benefits, generous time off, wellness program and more. We have teams all over the world.
Headquarters in New York City with hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore and Sydney. Diversity is important to us.
We promote a diverse team through Employee Resource Groups and access to resources and education to 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. Our employees are passionate, smart, and creative people who want to help build the software company of the future and contribute to a more sustainable, equitable world. Headquartered in New York, Diligent has offices in Washington D.C., London, Galway, Budapest, Vancouver, Bengaluru, Munich, Singapore and Sydney. This role follows a hybrid work model. If you are within commuting distance to one of our office locations, you will be expected to work onsite at least 50% of the time to foster collaboration and community. We are a drug-free workplace and an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, disability, age, military status, protected veteran status, gender identity or expression, medical condition, genetic information, or sexual orientation in accordance with applicable laws. We also provide 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 or Diligent employees. We are not responsible for fees related to unsolicited resumes.
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oversees a portfolio of accounts and ensures an amazing customer experience, as measured by NPS, net revenue retention, referrals and product usage indicators. As the key contact point for the customer relationship on Diligent products, the CSM II will perform hands-on account management activities and collaborate with other team members to coordinate onboarding, training and ongoing customer relationships for long-term satisfaction. 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 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, coordinating with the client implementation and project teams, administrative staff, IT, and users of the Diligent application(s); Collaborate internally to be the voice of the customer across other departments, including sales, expansion, services, marketing, finance, customer transactions and operations teams; Be closely aligned with the Expansion Sales team in spotting, qualifying and passing on expansion leads; Support the Implementation team in coordinating Diligent’s products and modules with senior stakeholders, including C-Suite and Directors; Build and maintain strong direct client relationships with key stakeholders and retain those relationships; Identify client advocacy opportunities and initiatives. Required Experience/Skills Minimum of 5 years of work experience with 2-4 years in customer success. Fluency in languages other than English is desirable. Strong ability to build and maintain direct client relationships with key stakeholders. Experience in mid-market to enterprise level account management (preferably in SAAS). Experience with sales CRM applications such as Salesforce and Gainsight. Excellent communication and presentation skills with the ability to manage multiple stakeholders. Strong problem-solving ability and curiosity about the client’s business needs. Resilience and a positive attitude in the face of adversity. Passion for technology with a solution-centric mindset. U.S. pay range $75,000 - $93,000 USD What Diligent Offers You Creativity is ingrained in our culture.
We are innovative collaborators by nature, exploring how things can be done differently internally and for clients. We care about our people.
Flexible work environment, health benefits, generous time off, wellness program and more. We have teams all over the world.
Headquarters in New York City with hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore and Sydney. Diversity is important to us.
We promote a diverse team through Employee Resource Groups and access to resources and education to 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. Our employees are passionate, smart, and creative people who want to help build the software company of the future and contribute to a more sustainable, equitable world. Headquartered in New York, Diligent has offices in Washington D.C., London, Galway, Budapest, Vancouver, Bengaluru, Munich, Singapore and Sydney. This role follows a hybrid work model. If you are within commuting distance to one of our office locations, you will be expected to work onsite at least 50% of the time to foster collaboration and community. We are a drug-free workplace and an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, disability, age, military status, protected veteran status, gender identity or expression, medical condition, genetic information, or sexual orientation in accordance with applicable laws. We also provide 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 or Diligent employees. We are not responsible for fees related to unsolicited resumes.
#J-18808-Ljbffr