About this Customer Success Manager I role at Diligent Corporation
Here’s a summary of the role:
Diligent is seeking a Customer Success Manager I to join our growing Customer Success team, partnering with a portfolio of key accounts to drive product adoption, retention, and long-term customer value across our GRC platform.
This is a role for someone who thrives on building strong relationships and delivering measurable impact, with a hands-on approach to customer engagement.
At Diligent, our Customer Success Managers are at the heart of how our clients realise value from our platform. You’ll own a portfolio of accounts, build trusted relationships, and play a key role in shaping customer outcomes across France, Belgium, and Luxembourg. If you’re passionate about helping customers succeed, thrive on collaboration, and enjoy turning insight into action, this is your opportunity to make a measurable difference in a fast-growing global SaaS company.
This role operates on a hybrid model, with 50% office-based work required. This role is open to candidates based in Netherlands.
Regrettably we are unable to provide visa sponsorship, so you must be eligible to work in the location you reside.
Here’s a breakdown of what you’ll do (not all of it, just the important stuff):
- Managing a portfolio of client accounts, acting as the main point of contact for day-to-day coordination
- Running regular strategic review meetings with clients to discuss usage, goals, strategy and overall satisfaction
- Monitoring product adoption and usage data to identify risks or growth opportunities and drive client engagement
- Increase overall client health and satisfaction with Diligent
- Proactively engaging with customers to drive success and value realisation, identifying retention risks, and developing mitigation strategies
- Reaching out to clients to drive engagement and ensure they’re getting value from the platform
- Driving renewals by maintaining strong relationships and demonstrating ROI
- Identifying and qualifying upsell and expansion opportunities, working closely with Sales to ensure they are effectively progressed
- Coordinating with internal teams (implementation, support, product, sales) to resolve issues and improve the customer experience
- Acting as the “voice of the customer” internally, sharing feedback to improve products and services
- Handling any challenges or escalations, ensuring issues are resolved quickly and professionally
These are the essentials you’ll need to get an interview:
- 1-3 years of experience in a client facing role managing accounts
- Some experience in sales CRM applications such as Salesforce
- Experience with the Microsoft Office suite, particularly Excel
- Fluency in English (written and verbal) is required
- Willingness to travel to client sites
Behavioural Skills:
- Build and maintain strong direct client relationships with key stakeholders & retain those relationships
- Excellent communication and presentation skills, with the ability to manage multiple stakeholders
- High level of resilience and a positive attitude when faced with adversity
- Demonstrates curiosity about technology and AI, with a solutions-focused approach
- Strong problem-solving ability, with a natural curiosity around the client’s business needs
It would be great if you had these to, but we’ll support you if you don’t:
- Prior experience in SaaS or GRC is advantageous
- Understanding of GRC domain, regulations, industry standards, as well as experience with software solutions and platforms
#LI-SK2
About Us
Diligent is the AI leader in governance, risk and compliance (GRC) SaaS solutions, helping more than 1 million users and 700,000 board members to clarify risk and elevate governance. The Diligent One Platform gives practitioners, the C-Suite and the board a consolidated view of their entire GRC practice so they can more effectively manage risk, build greater resilience and make better decisions, faster.
Learn more at diligent.com or follow us on LinkedIn and Facebook
What Diligent Offers You
- Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients
- We care about our people. Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs to name a few
- 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, Singapore, 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, Singapore and Sydney. To foster strong collaboration and connection, this role will follow a hybrid work model. If you are within a commuting distance to one of our Diligent office locations, you will be expected to work onsite at least 50% of the time. We believe that in-person engagement helps drive innovation, teamwork, and a strong sense of community.
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 US EEOC’s Know Your Rights. We are a drug free workplace.
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 an accommodation due to a disability, you may contact us at [email protected].
