Customer Success Manager, Public Sector

Diligent Corporation • Washington, DC

8h • Hybrid

About The Position

The Customer Success Manager (CSM), Public Sector manages a portfolio of accounts, focusing on Public Sector agencies, accounts, and partners. This role is crucial for ensuring an outstanding customer experience, measured by NPS, net revenue retention, referrals, and product usage. The CSM II performs hands-on account management, collaborating with cross-functional teams to coordinate successful onboarding, training, adoption, and ongoing customer relationships that drive long-term satisfaction and accelerated net retention growth. This position serves as the primary day-to-day contact for customer relationships across Diligent products. Diligent is an AI leader in governance, risk, and compliance (GRC) SaaS solutions, serving over 1 million users and 700,000 board members by clarifying risk and elevating governance. The Diligent One Platform provides practitioners, the C-Suite, and the board with a consolidated view of their GRC practice to manage risk, build resilience, and make faster decisions. Diligent fosters a culture of innovation, curiosity, and continuous learning, aiming to empower leaders with technology, insights, and connections to drive greater impact and accountability, ultimately making the world more sustainable, equitable, and better.

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.

What This Job Offers

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