Customer Success Manager

1 week ago

Galway, Galway, Ireland Diligent Full time
Overview

The Customer Success Manager I plays a key role in making sure our customers have a great experience with Diligent. You'll manage a portfolio of accounts and focus on building strong, long-lasting relationships, ensuring customers are happy, engaged, and getting real value from our products. Your success will be measured by customer satisfaction (NPS), retention, referrals, and how actively customers are using our solutions. As the main point of contact for your accounts, you'll be hands-on with day-to-day account management while collaborating with teammates to support onboarding, training, and ongoing engagement.

It's about helping our customers thrive with Diligent and enjoying the journey along the way.

Key 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 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 by coordinating with the client implementation and project teams, administrative staff, IT, and users of the Diligent application(s).
  • Collaborate internally to be the voice of the customer across departments, including sales, expansion, services, marketing, finance, customer operations.
  • Be closely aligned with the Expansion Sales team to spot, qualify, and pass on expansion leads.
  • Facilitate with the Implementation team the deployment 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.
Required Experience/Skills
  • Up to 3 years of experience required.
  • Build and maintain strong direct client relationships with key stakeholders and retain those relationships.
  • Seek out client advocacy related initiatives.
  • Some account management experience (preferably in SAAS) is desirable.
  • Some 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.
What Diligent Offers You
  • Creativity is ingrained in our culture. We are innovative collaborators by nature and explore how things can be different in internal processes and for our clients.
  • We care about our people. Diligent offers a flexible work environment, health benefits, generous time off policy, wellness programs, and more.
  • Global presence with office hubs in multiple cities. This role follows a hybrid work model; if you are within commuting distance to an office location, you will be expected to work onsite at least 50% of the time.
  • We are an equal opportunity employer and value diversity. We provide accommodations for qualified individuals with disabilities in the job application procedures.

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