Customer Success Manager — 3rdRisk (a Diligent brand)

Diligent Corporation • Vancouver, BC

14h • CA$72,000 - CA$81,500 • Hybrid

About The Position

As a Customer Success Manager at 3rdRisk, you will be responsible for turning new customers into confident and successful users of the platform. This includes owning the entire onboarding process from kickoff to go-live, guiding organizations through implementation and configuration to ensure they derive value. You will also serve as the ongoing trusted point of contact, managing the customer relationship through regular check-ins and Quarterly Business Reviews. Based in Diligent's Vancouver office, you will support 3rdRisk customers across North America. This role is an opportunity to contribute to building the Customer Success function by developing repeatable playbooks, templates, and processes, and by helping integrate 3rdRisk's operations with Diligent's. You will have significant ownership from the start and play a direct role in shaping the team's future as it grows. This position is ideal for someone who enjoys customer relationships, creating structure, and advancing their Customer Success career in a role with visible impact.

Requirements

• Experience in a customer-facing role — Customer Success, onboarding, implementation, account management, or similar — and a real appetite to grow in Customer Success.
• Strong communication and relationship skills; you're comfortable leading onboarding sessions and QBRs and being the face of the company to your customers.
• A self-starting, process-minded approach — you like building structure, documenting it, and making it repeatable.
• Comfort working in a small, evolving team and collaborating across time zones with international colleagues.
• An interest in third-party risk, GRC, compliance, or SaaS. Curiosity about the space matters more than deep expertise on day one.

Responsibilities

• Own customer onboarding end to end — from kickoff through configuration to go-live — so every new customer reaches value quickly and confidently.
• Build and continuously improve the onboarding experience, capturing what works in playbooks, templates, and documentation the whole team can use.
• Run the ongoing relationship with your customers: proactive check-ins, Quarterly Business Reviews, and the day-to-day partnership that drives adoption, satisfaction, and retention.
• Be the trusted point of contact your customers rely on, and step in on more complex situations — coordinating with product, support, and engineering to get to a resolution.
• Help build 3rdRisk's Customer Success function: shaping process, tooling, and reporting, and helping bring 3rdRisk's approach together with Diligent's.
• Work closely with your Amsterdam-based colleagues to deliver one consistent, high-quality experience across our North American customer base and beyond.

Benefits

• A flexible work environment and a genuine hybrid model.
• Comprehensive health benefits, generous time off, and wellness programs.
• Global days of service and a culture that values curiosity, experimentation, and impact.
• The chance to help build a Customer Success team from an early stage, with real ownership and room to grow.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed