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Diligent · 8 hours ago

Customer Success Manager I

Washington, DC

Full-time

Hybrid

New Grad, Entry Level

$65K/yr - $80K/yr

0+ years exp

Diligent is a leader in governance, risk and compliance SaaS solutions, serving over 1 million users. The Customer Success Manager I is responsible for overseeing a portfolio of accounts, ensuring excellent customer experiences, and collaborating with teams to enhance customer satisfaction and retention.

Business IntelligenceCollaborationComplianceData CenterInformation TechnologyMeeting SoftwareMessagingRisk ManagementSaaSSoftware

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 departments, including with the sales, expansion, services, marketing, finance, customer transactions and operations teams

Be heavily intertwined with the Expansion Sales team in spotting, qualifying and passing on expansion leads

Facilitation alongside the Implementation team of Diligent’s product and modules with senior stakeholders to the client including C-Suite and Directors

Build and maintain strong direct client relationships with key stakeholders & retain those relationships

Seek out client advocacy related initiatives

Qualification

Enterprise account managementSalesforceFluency in additional languagesCommunication skillsSolution-centric mindsetProblem-solving abilityPositive attitude