Customer Success Manager

About the role

The Customer Success Manager (CSM) will own a portfolio of Diligent accounts, ensuring an outstanding customer experience measured by NPS, net revenue retention, referrals, and product usage. The CSM acts as the primary point of contact for customers, guiding them through onboarding, training, and ongoing relationship management.

Key responsibilities

• Renew and grow assigned accounts by anticipating needs, recommending additional products, and driving revenue retention.
• Increase client satisfaction and Net Promoter Score through proactive engagement.
• Coordinate seamless customer experiences across implementation, project, IT, and administrative teams.
• Serve as the voice of the customer internally, collaborating with sales, expansion, services, marketing, finance, and operations.
• Partner closely with the Expansion Sales team to identify and qualify upsell opportunities.
• Facilitate implementation of core Boards product and modules with senior client stakeholders.
• Build and maintain strong relationships with key client stakeholders and promote advocacy initiatives.

Required profile

• 3‑5 years of relevant experience, preferably in enterprise SaaS account management.
• Fluency in English; additional languages are a plus.
• Excellent communication and presentation abilities, capable of managing multiple stakeholders.
• Strong problem‑solving skills, resilience, and a positive attitude in challenging situations.
• Passion for technology and a solution‑centric mindset.

Required skills

• Experience with sales CRM applications such as Salesforce.