Customer Success Manager I

<p><strong>About Us</strong></p> <p><span>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. </span></p> <span>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 part of a team reimaging workflows with AI, you'll help us unlock entirely new ways of working and thinking.  Curiosity is in our DNA, we look for individuals willing to ask the big questions and experiment fearlessly - those who embrace change not as a challenge, but as an opportunity.  The future belongs to those who keep learning, and we are building it together.  At Diligent, you’re not just building the future - you’re an agent of positive change, joining a global community on a mission to make an impact.</span> <p>Learn more at diligent.com or follow us on <u><a href="https://www.linkedin.com/company/diligent-board-member-services/mycompany/verification/" id="OWA170dad44-6a69-e1e1-d720-601cd59ec77c">LinkedIn</a></u> and <u><a href="https://www.facebook.com/DiligentCorporation/" id="OWA153deb8c-7641-f6fc-97cb-65df680002a3">Facebook</a></u></p><p><strong><span>Position Overview: </span></strong><span> </span></p> <p><span>The Customer Success Manager I oversees a portfolio of accounts and ensures an amazing customer experience, as measured by NPS, net revenue retention, referrals and product usage indicators. </span><span> </span></p> <p><span>As the key contact point for the customer relationship on Diligent products. The CSM I 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. </span><span> </span></p> <p><strong><span>Key Responsibilities </span></strong><span> </span></p> <ul> <li><span>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 customer product usage; </span><span> </span></li> </ul> <ul> <li><span>Increase overall client satisfaction with Diligent measured through Net Promoter Score; </span><span> </span></li> </ul> <ul> <li><span>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; </span><span> </span></li> </ul> <ul> <li><span>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. </span><span> </span></li> </ul> <ul> <li><span>Be heavily intertwined with the Expansion Sales team in spotting, qualifying and passing on expansion leads </span><span> </span></li> </ul> <ul> <li><span>Facilitation alongside the Implementation team of Diligent’s product and modules with senior stakeholders to the client including C-Suite and Directors. </span><span> </span></li> </ul> <ul> <li><span>Build and maintain strong direct client relationships with key stakeholders &amp; retain those relationships. </span><span> </span></li> </ul> <ul> <li><span>Seek out client advocacy related initiatives </span><span> </span></li> </ul> <p><span> </span></p> <p><strong><span>Required Experience/Skills </span></strong><span> </span></p> <p><span> </span></p> <ul> <li><span>Up To 3 years of experience required</span><span> </span></li> </ul> <ul> <li><span>Native Portuguese speaker</span><span> </span></li> </ul> <ul> <li><span>Fluency in additional languages to English are desirable </span><span> </span></li> </ul> <ul> <li><span>Build and maintain strong direct client relationships with key stakeholders &amp; retain those relationships. </span><span> </span></li> </ul> <ul> <li><span>Seek out client advocacy related initiatives </span><span> </span></li> </ul> <ul> <li><span>Some experience in enterprise level account management (preferably in SAAS) is desirable </span><span> </span></li> </ul> <ul> <li><span>Some experience in sales CRM applications such as Salesforce</span><span> </span></li> </ul> <ul> <li><span>Excellent communication and presentation skills, with the ability to manage multiple stakeholders</span><span> </span></li> </ul> <ul> <li><span>Strong problem-solving ability, with a natural curiosity around the client’s business needs</span><span> </span></li> </ul> <ul> <li><span>High level of resilience and a positive attitude when faced with adv