Customer Success Manager II, Public Sector

Diligent Corporation • Columbia, WA

1d • Hybrid

About The Position

The Customer Success Manager (CSM) II, Public Sector manages a portfolio of accounts and ensures an outstanding customer experience, as measured by NPS, net revenue retention, referrals, and product usage. The CSM II performs hands-on account management activities and collaborates with cross-functional teams to coordinate successful onboarding, training, adoption, and ongoing customer relationships that drive long-term satisfaction and accelerated net retention growth. The CSM II is the primary day-to-day contact for the customer relationship across Diligent products and specifically engages with Public Sector agencies, accounts, and partners. 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. At Diligent, we're building the future with people who think boldly and move fast. 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. At Diligent, you’re not just building the future - you’re an agent of positive change, joining a global community on a mission to make an impact. 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.

Requirements

• 2–5 years of Customer Success, Account Management, or post-sales experience required.
• Public Sector experience required, preferably working with agencies, councils, or other public bodies.
• Experience in SaaS enterprise-level account management.
• Experience in sales CRM applications such as Salesforce.
• Proven ability to build and maintain strong client relationships with multiple stakeholders, including senior decision-makers.
• Excellent communication and presentation skills, with the ability to manage and influence multiple stakeholders.
• Strong problem-solving ability and a natural curiosity about the client’s business needs and objectives.
• High level of resilience and a positive attitude when faced with adversity.
• Passionate about technology with a solution-centric mindset.

Responsibilities

• Renew and grow a portfolio 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, as measured through Net Promoter Score and other feedback mechanisms.
• Provide a seamless, best-in-class customer experience through all phases of the customer lifecycle, including onboarding, training, adoption, and renewal.
• Successfully manage multiple clients and products in an organized and meticulous manner, always keeping projects and tasks moving forward.
• Build and maintain strong direct relationships with key client stakeholders, including senior administrators, C-Suite, and Directors, ensuring consistent engagement and value realization.
• Collaborate internally as the voice of the customer across other departments, including sales, expansion, services, marketing, finance, customer transactions, and operations teams.
• Partner with the Expansion Sales team to spot, qualify, and pass on expansion opportunities.
• Facilitate, alongside the Implementation team, the rollout of the core Boards product and modules with senior client stakeholders, including C-Suite and Directors.
• Seek out client advocacy initiatives, such as references, case studies, testimonials, participation in events, and peer-to-peer networking.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees