Customer Success Manager
hace 3 semanas
Diligent is the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit and ESG. Empowering more than 1 million users and 700,000 board members and leaders with a holistic view of their organization's GRC practices so they can make better decisions, faster. No matter the challenge.
At Diligent, you are an agent of positive change. You are joining a team of passionate, smart, 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. Be a part of a global community on a mission to make a real impact.
Learn more at
Position Overview
The Customer Success Manager (CSM) oversees a portfolio of law firm accounts and ensures an amazing customer experience, as measured by net revenue retention, referrals, and product usage indicators.
As the key contact point for the customer relationship on Diligent's Manzama product, the CSM 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.
Key Responsibilities
- Renew and grow a set of Manzama customer accounts by proactively anticipating needs 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 Manzama platform.
- 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.
- Spot and escalate opportunities for existing clients to expand their subscription packages.
- Onboard new clients and facilitate product rollouts, provide trainings to product admins and end users for new and existing clients, become a Manzama product expert and champion.
- Build and maintain strong direct client relationships with key stakeholders & retain those relationships.
- Seek out client advocacy related initiatives.
- Exceptional written and verbal communication skills in English are required.
- 2+ years' experience in enterprise level account management (preferably in SaaS for law firms and legal organizations).
- 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.
- 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.
Headquartered in New York, Diligent has offices in Washington D.C., Baltimore, London, Galway, Budapest, Vancouver, Bengaluru, Munich, and Sydney.
We are a drug free workplace. Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Diligent's EEO Policy and Know Your Rights. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at
To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.
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