Customer Success Manager II

Diligent Corporation•Vancouver, BC

9h•Hybrid

About The Position

The Customer Success Manager II oversees a portfolio of accounts and ensures an amazing customer experience, net revenue retention, referrals and product usage indicators. As the key contact point for the customer relationship on Diligent products. The CSM II will perform hands-on account management activities as well as collaborate with other team members in coordinating successful customer onboarding, training and ongoing customer relationships to ensure long-term satisfaction.

Requirements

Minimum of 5 years of experience required with 2-4 years of Customer Success experience required.
Some experience in mid-market to enterprise level account management (preferably in SaaS) is desirable.
Build and maintain strong direct client relationships with key stakeholders & retain those relationships.
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

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;
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 products 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