Customer Success Manager

Position Overview

The Customer Success Manager (CSM) 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 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.

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 depart...