Customer Success Manager

New York, New York, United States;
Washington, District of Columbia, United States

Diligent is the AI leader in governance, risk and compliance (GRC) SaaS solutions, helping more than 1 million users and 700,000 board members 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 churches effectively manage risk, build greater resilience and make better decisions, faster.

At Diligent, we are building the future with people who think boldly and move fast. Whether you’re designing systems that leverage large language models or reimagining workflows with AI, you’ll help us unlock entirely new ways of working and thinking. Curiosity is in our DNA; we look for individuals willing to ask the big questions and experiment fearlessly—those who embrace change not as a challenge but as an opportunity.

The future belongs to those who keep learning, and we are building it together.

The Customer Success Manager I 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 I will perform hands‑on account management activities and collaborate with other team members in coordinating successful customer onboarding, training and ongoing customer relationships to ensure long‑term satisfaction.

• 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 remission lifecycle—coordinating with the client implementation and projectnman 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 sales, expansion, services, marketing, finance, customer transactions, and operations teams.
• Be heavily intertwined with the Expansion Sales team in spotting, qualifying and passing  leads.
• Facilitate alongside the Implementation team the delivery of Diligent’s product and modules to senior stakeholders, including C‑Suite and Directors.
• Build and maintain strong direct client relationships with key stakeholders and retain those relationships.
• Seek out client advocacy related initiatives.

• Up to 3 years of experience required.
• Fluency in additional languages beyond English desirable.
• Build and maintain strong direct client relationships with key stakeholders and retain those relationships.
• Seek out client advocacy related initiatives.
• Experience in enterprise‑level account management (preferably in SaaS) desirable.
• Experience in sales CRM applications such as Salesforce.
• Excellent communication and presentation skills, with the ability to manage multiple stakeholders.
• Strong problem‑solving ability, with a natural curiosity around 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.

$65,000 – $80,000 USD

• 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.
• We have teams all over the world. While headquartered in New York City, we have office hubs in Washington D.C., Vancouver, gentleman, Lisbon, Budapest, Munich, Bengaluru, Singapore, and Sydney.
• Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority. We foster and encourage diversity…