Customer Success Manager at Diligent Corporation

Washington, District of Columbia, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

SaaS, Governance Risk ComplianceIndustries

Requirements

Minimum of 5 years working experience with 2-4 years of customer success experience
Fluency in additional languages to English is desirable
Some experience in mid-market to enterprise level account management (preferably in SaaS) is desirable
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

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 Diligent’s products 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

Skills

Customer Success

Account Management

Customer Onboarding

Customer Training

NPS

Net Revenue Retention

Product Usage

Renewals

Upselling

Diligent Corporation

Provides governance, risk, and compliance solutions

About Diligent Corporation

Diligent provides governance, risk, and compliance (GRC) solutions through a subscription-based software-as-a-service (SaaS) platform. Their tools help organizations manage board activities, ensuring clarity and security in operations. Clients, including large enterprises and non-profits, use Diligent's software to streamline board management, comply with regulations, and support environmental, social, and governance (ESG) commitments. Diligent stands out from competitors by focusing on data security, user privacy, and a user-friendly interface. The company's goal is to help organizations navigate regulatory challenges and achieve their strategic objectives.

New York City, New YorkHeadquarters

1994Year Founded

$21.6MTotal Funding

SERIES_BCompany Stage

Consulting, Enterprise Software, CybersecurityIndustries

1,001-5,000Employees

Benefits

Flexible Work Hours

Health Insurance

Paid Vacation

Wellness Program

Risks

Data breaches raise concerns about Diligent's data security measures.

Expansion into Latin America may present operational and regulatory challenges.

New AI features could pose risks related to data privacy compliance.

Differentiation

Diligent serves over one million users from 23,000 organizations globally.

The company empowers 62% of the Fortune 500 with its GRC solutions.

Diligent integrates AI-driven analytics to enhance decision-making for board members.

Upsides

Diligent's new ESG module aligns with growing interest in ESG reporting.

Expansion in Latin America offers significant growth opportunities for Diligent.

Partnerships with firms like Aeries Technology accelerate market penetration.

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