Customer Success Program Manager

**About Us**

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.

**About the Role**

We are seeking a **Customer Success Program Manager** to support the planning and execution of strategic programs that drive customer engagement, retention, and growth across Diligent's global Customer Success organization. This role will work closely with CS Enablement, CS leadership, and cross-functional teams to roll out high-impact initiatives, training, and content that help our customer-facing teams deliver value at scale.

This is an individual contributor role reporting into the CS Enablement or GTM Readiness function.

**Key Responsibilities**

**Program Execution & Support**
- Coordinate and help execute Customer Success programs focused on onboarding, adoption, renewal, and expansion.
- Support the development and maintenance of enablement assets, customer journey playbooks, and best practice guides.
- Manage logistics and communications for CS training sessions, webinars, and workshops.
- Help ensure that program deliverables are completed on time, within scope, and aligned to business needs.

**Cross-Functional Collaboration**
- Partner with Enablement, Product Marketing, Sales, and Strategy teams to gather inputs and ensure consistent messaging across CS initiatives.
- Support the roll-out of tools, content, and processes by serving as a key operational liaison between CS and GTM teams.
- Contribute to feedback loops by capturing frontline insights and helping refine programs based on user input.

**Reporting & Continuous Improvement**
- Track participation and engagement in programs; assist in measuring impact and success metrics.
- Maintain dashboards, training records, or documentation libraries that support program visibility and adoption.
- Identify opportunities to streamline or improve program effectiveness based on data or feedback.

**What We're Looking For**
- 2-4 years of experience in Customer Success, Enablement, Program Management, or a related GTM role, preferably in a SaaS or tech environment.
- Strong project coordination and communication skills with high attention to detail.
- Comfortable managing multiple workstreams and stakeholders in a fast-paced environment.
- High energy, thrives in a fast-moving SaaS business, and loves tackling new challenges with curiosity and a solution-oriented mindset.
- Self-starter with a collaborative approach and a passion for helping teams succeed.
- Proficiency with productivity tools (e.g., PowerPoint, Excel, Confluence, Salesforce, LMS platforms).

**Why Join Us?**

This is a great opportunity to play a hands-on role in driving customer success outcomes by helping scale programs that empower teams. If you thrive in a collaborative environment and enjoy making an impact through structure, content, and coordination—this role is for you.

**What Diligent Offers You**
- **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.

Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability - to lead with purpose. Our employees are passionate, smart, and 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.

Headquartered in New York, Diligent has offices in Washington D.C., Baltimore, London, Galway, Budapest, Vancouver, Bengaluru, Munich, and Sydney.

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