Customer Success Manager I
Core
Oversee a portfolio of customer accounts to ensure satisfaction, drive revenue retention, and facilitate product adoption for Diligent's GRC SaaS platform.
Role type
Individual contributor Customer Success Manager
Builds
Customer relationships, account growth, and product adoption within the Diligent One Platform
Domain
Governance, Risk, and Compliance (GRC) SaaS
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Account management, stakeholder management, sales CRM proficiency, business needs analysis, negotiation, presentation skills
Preferred skills
Enterprise SaaS experience, additional languages, expansion sales collaboration
Technologies
Salesforce
Responsibilities
Renew and grow customer accounts by anticipating needs and recommending additional products; Increase client satisfaction measured by Net Promoter Score; Coordinate with implementation and project teams to ensure seamless customer onboarding; Act as the voice of the customer across internal departments; Collaborate with Expansion Sales to qualify and pass on expansion leads; Facilitate product implementation with senior stakeholders including C-Suite and Directors; Build and maintain strong direct client relationships; Seek out client advocacy initiatives.
Seniority
Mid-level, hands-on IC
