Customer Success Manager

Position Overview

The Customer Success Manager oversees a portfolio of accounts and ensures an amazing customer experience, as measured by NPS, net revenue retention, referrals and product usage indicators. As the key contact point for the customer relationship on Diligent products, the CSM II performs hands‑on account management activities and collaborates with other team members to coordinate successful customer onboarding, training and ongoing relationships to ensure long‑term satisfaction.

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 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 by coor...