Customer Success Manager II (NSW)

The Customer Success Manager II oversees a portfolio of accounts and ensures an amazing customer experience as measured by NPS gross revenue retention upsell/cross-sell referrals meaningful customer engagement and adoption via product usage indicators.

As the key contact point for the customer relationship on Diligent products. The Customer Success Manager 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.

This role operates on a hybrid model with 50% office-based work required in our Sydney office.

Regrettably we are unable to provide visa sponsorship so you must be eligible to work in the location you reside.

• Build and maintain strong direct client relationships with key stakeholders & retain those relationships via meaningful and consistent engagement with the key stakeholders at the customer. This entails setting up and running operational meetings as well as periodic formalised business review meetings to align intended outcomes with the customer journey.
• Owning and managing the commercial and contractual customer renewal process;
• Grow your 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;Collaborate with the Sales team in a mutually beneficial account management model by spotting qualifying and passing on expansion leadsIncrease 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 Team and users of the Diligent application/s;
• Collaborate internally to be the voice of the customer across other departments including with the sales expansion services marketing finance customer transactions and operations teams.
• Facilitation alongside the Implementation team of Diligents products and modules with senior stakeholders to the client including C-Suite and Directors.
• Seek out client advocacy related initiatives

• 3-5 years of B2B experience in a client facing role managing accounts
• Experience with the Microsoft Office suite
• Experience with software solutions and platforms
• Fluency in English (written and verbal) is required
• Willingness to travel to client sites

• Build and maintain strong direct client relationships with key stakeholders & retain those relationships
• Excellent communication and presentation skills with the ability to manage multiple stakeholders
• Strong problem-solving ability with a natural curiosity around the clients business needs
• High level of resilience and a positive attitude when faced with adversity
• Passionate about technology with a solution-centric mindset

• Prior experience in SaaS or GRC is advantageous
• Understanding of GRC domain regulations industry standards
• Commercial experience
• Experience with Salesforce and Gainsight

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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 700000 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.

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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 programsto 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 towork 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 also consider qualified applicants regardless of criminal histories consistent with legal requirements. See alsoDiligents EEO Policy and Know Your 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 .}

_{At Diligent we recognize the value of a diverse global workforce. Visa sponsorship may be available for select positions based on business needs and specific role requirements. Sponsorship decisions are evaluated on a case-by-case basis and eligibility should not be assumed for all opportunities.}

_{Please find the link to our candidate privacy policy here: 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.}