Customer Success Manager II

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 

We have a great opportunity for a Customer Success Professional to join our dynamic team and play a key role in driving commercial value creation through adoption of Due Diligence solutions to achieve revenue retention and customer engagement.   

The ideal candidate will: 

• Have domain expertise Enhanced Due Diligence, ABAC, AML and ESG  
• Passionate for the customer experience and commercially minded 
• Be comfortable working with customers in a one-to-many relationship 
• Drive success by delivering consistent touchpoints throughout the lifecycle to ensure an exceptional customer experience 

Key Responsibilities: 

• Develop and maintain communication with a strong focus on collaboration to all levels of staff and customers 
• Accurately forecast sales pipeline with a monthly and quarterly focus
• Drive customer behavior by analyzing existing programs and using data to measure success 
• Maximize growth potential by understanding customers’ desired outcomes, and working with the Diligent new and expansion sales teams to identify opportunities for expanded use of customer’s current solutions and the broader Diligent solution set 
• Increase overall client satisfaction with Diligent solutions measured through Net Promoter Score 
• Provide a seamless experience through all phases of the customer lifecycle - coordinating with the client implementation and project team, and most importantly, the users of the Diligent applications 

Required Experience:  

• 3+ years’ experience in customer success or account management  
• Strong data analysis and creative problem-solving ability, with a curiosity about clients’ business needs
• Persistently positive attitude in the face of challenges 
• Passionate about technology and identifying solutions to make your customers successful 
• Superior interpersonal, communication skills and presentation skills (verbal & written) 
• Experience in sales CRM applications such as Salesforce and Gainsight  

 

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 programs to 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., Baltimore, London, Galway, Budapest, Vancouver, Bengaluru, Munich, and Sydney. 

 

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