Senior Customer Success Manager, Public Sector

Diligent Corporation

6d • $100,000 - $122,000 • Hybrid

About The Position

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. Whether you're designing systems that leverage large language models or part of a team reimaging workflows with AI, you'll help us unlock entirely new ways of working and thinking. Curiosity is in our DNA, 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. Learn more at diligent.com or follow us on LinkedIn and Facebook Position Overview The Senior Customer Success Manager, Public Sector is a highly motivated and commercial minded individual that coordinates successful end-to-end customer lifecycle management to ensure long-term satisfaction, accelerated net retention, NPS, product usage and referrals. The Senior Customer Success Manager is a naturally collaborative individual who thrives in a customer focused environment and has had proven success in partnering directly with leaders of large multi-national companies in solving their governance challenges using our product offerings. This will be Senior Customer Success Manager role that specifically engages with Public Sector agencies, accounts and partners.

Requirements

• 5-7 years of Customer Success, Account Management or Post-Sales experience required.
• Public Sector experience required.
• Track record of over-achieving quota.
• A passion for collaboration and a deep understanding of the technology involved in SaaS.
• Excellent Project Management expertise and experience.
• Outstanding communication skills, both written and verbal.
• Strong Presentation skills and experience working with C-Level Executives and Directors.
• Strong technical focus and detailed knowledge of Microsoft Office Applications.
• Superb personal organizational skills to ensure all client commitments are met.
• Customer focused. Able to deliver extremely high levels of customer satisfaction.
• Able to perform well in the face of tight deadlines and tough technical and organizational challenges.
• Commercial acumen - see and build on the potential for growth of clients.

Responsibilities

• Seamless project management through all phases of the customer relationship, including managing the users of Diligent's applications; the Board Directors and Corporate Executives.
• Remain in constant contact with the customer to evaluate satisfaction and proactively identify upcoming needs, including identifying expansion of use of Diligent's products and services to then be passed to the Expansion Sales team.
• Provide excellent customer experience for all accounts by anticipating and resolving customer issues and maintaining customer accounts/systems in a manner that exceeds customer expectations.
• Coordinate with technical personnel as needed to meet customer needs, while managing customer expectations to prevent overload or missed deadlines.
• Provide customer feedback on solutions in order to assist in continuous improvement of the Diligent products.
• Ability to successfully manage multiple clients and products in an organized and meticulous manner.
• Act as liaison between multiple internal teams (services, sales operations, marketing, and sales).

Benefits

• 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