Diligent – Customer Success Manager, Vancouver

Job Description

About Us

Diligent is the leading governance, risk and compliance (GRC) SaaS company, serving 1 million users from over 25,000 organizations around the world. Our software enables holistic and informed conversations about GRC and ESG to ensure CEOs, CFOs and the board have an integrated view of audit, risk, information security, ethics and compliance from across the organization.

Position Overview:

The Customer Success Manager (CSM) oversees a portfolio of accounts and ensures an amazing client experience, as measured by NPS, net dollar retention, referrals, upsells (software & Services) and product usage indicators.

As a Customer Success Manager, you are an advocate and champion of the client with strong interpersonal, client management, Domain knowledge and business development skills. Working with several key accounts and initiatives to ensure the delivery of a premium-quality service experience post-onboarding. You facilitate communication and leverage the appropriate resources across multiple departments, advocating on behalf of the client and partnering with them to assure the client’s success with Diligent solutions. The ultimate goal is client satisfaction and loyalty, achieved through an outstanding service experience.

Key Responsibilities

• Renew and grow a set of client accounts by proactively anticipating needs, recommending additional products and services, and providing an excellent client experience as measured by revenue retention and client product usage
• Increase overall client satisfaction with Diligent measured through Net Promoter Score
• Provide a seamless and ‘best in class’ client experience through all phases of the client 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 client across other departments, including with the sales, expansion, services, marketing, finance, client transactions and operations teams
• Be heavily intertwined with the Expansion Sales team in identifying, qualifying, and passing on expansion leads
• Master Diligent’s technology stack: Customer Success Managers need to be able to have confident, natural discussions with our clients about what our products can do. They should be able to, at any time, jump into a Diligent demo environment and walk a client through the platform with a business-first approach
• Build and maintain strong direct client relationships with key stakeholders & retain those relationships
• Seek out client advocacy-related initiatives
• Provide adoption services of Diligent solutions during the entire product implementation lifecycle for North American clients and other regions as needed

Required Experience/Skills

• Domain knowledge in one or more of these areas: Audit, Regulatory Compliance, Legal, Compliance, and/or Risk Management (Enterprise, Regulatory and Third Party), to help Fortune 500 clients solve their business problems
• 5+ years in a consulting or client-facing (internal or external clients) role
• Track record of successful delivery management in an enterprise or to enterprise clients with a dynamic and complex regulatory/technical environment
• Some experience in sales CRM applications such as Salesforce is an asset
• Strong communication and presentation skills; you are not afraid to deliver presentations or facilitate workshops with the ability to manage multiple stakeholders
• Strong problem-solving ability, with a natural curiosity about 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
• Previous SaaS experience is considered an asset

What Diligent Offers You 

• Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be different both in our internal processes and to help our clients
• We care about our people. Diligent offers a flexible work environment, a competitive vacation policy, and meeting-free days across the company. We care about our team’s health and wellness and even offer a quarterly health club reimbursement!
• We have teams all over the world. We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, and Sydney.
• Diversity is important to us. Growing, maintaining, and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding.

Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability – to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable, and better place. 

Headquartered in New York, Diligent has offices in Washington D.C., London, Galway, Budapest, Vancouver, Bengaluru, Munich, and Sydney. 

_{We are a drug free workplace. Diligent is proud to be an equal-opportunity} employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner, or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Diligent’s EEO Policy and EEO is the Law. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or _{accommodation due to a disability, you may contact us at [email protected].}

_{To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.}