Senior Customer Success Manager

Customer Success Sydney, New South Wales Melbourne, Australia


Position at Diligent Corporation

The Company

Diligent is the world’s largest GRC SaaS provider, serving nearly 1 million users from 25,000 organizations around the world. Our software enables holistic and informed conversations about governance, risk and compliance and ensures CEOs, CFOs and the board have an integrated view of audit, risk, information security, ethics and compliance from across the organization.

Our world-changing idea is to bring technology, insights and confidence to leaders so they can build more effective, equitable, and successful organizations – and create lasting, positive impact on the world. We seek to empower organizations to be better for their stakeholders and communities, for their customers and employees, for their bottom line.

Headquartered in New York, Diligent also has offices in Washington D.C., London, Galway, Budapest, Vancouver, Bengaluru, Munich, and Sydney.

Position Overview

The Senior Customer Success Manager (SCSM) oversees a portfolio of accounts and ensures an amazing customer experience, as measured by NPS, net revenue retention, referrals and product usage indicators.

The Senior Customer Success Manager 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, accelerated net retention growth and referral sales. The SCSM will be the key contact point for the customer relationship on all Diligent products.

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 customer 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 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.
  • Be heavily intertwined with the Expansion Sales team in spotting, qualifying and passing on expansion leads
  • Facilitation alongside the Implementation team of the core Boards product and modules with senior stakeholders to the client including C-Suite and Directors.
  • Build and maintain strong direct client relationships with key stakeholders & retain those relationships.
  • Seek out client advocacy related initiatives

Required Experience/Skills:

  • Build and maintain strong direct client relationships with key stakeholders & retain those relationships.
  • Some experience in enterprise level account management (preferably in SAAS);
  • Some experience in sales CRM applications such as Salesforce;
  • Excellent communication and presentation skills, with the ability to manage multiple stakeholders;
  • Strong problem-solving ability, with a natural curiosity around the client’s business needs;
  • High level of resilience and a positive attitude when faced with adversity;
  • Passionate about technology with a solution-centric mindset;
  • The role will require an element of travel.