Manager, Customer Success

Position Overview: The Manager, Customer Success is a leadership role that is tasked with managing a small team of Customer Success Managers (CSM). The role is focused on developing ongoing customer relationship activity to ensure customer satisfaction leads to accelerated growth in net blended retention, product engagement, NPS & Referrals. The Manager, Customer Success will be expected to perform hands-on account management activities as well as coach team members in coordinating successful ongoing customer relationships to ensure long-term satisfaction. The Manager, Customer Success will ensure the team are effectively targeting and engaging with customers, communicating Diligent’s value proposition and improving the team’s tracking and reporting capabilities. The Manager, Customer Success is a highly commercial minded and motivated individual that coordinates successful end to end customer lifecycle management for the team to ensure long-term engagement and loyalty, accelerated net retention, NPS, product usage and referrals. Key Responsibilities Manage, coach and develop small team of CSMs with the goal of achieving extremely high customer satisfaction and retention outcomes. Manage small book of business of top tier customers and be seen as a Trusted Advisor Train CSMs to conduct periodic client site reviews and consultation sessions to ensure client value-add features and renews services each. Work closely with Senior Director, Customer Success and other leaders within the CS team to develop playbooks and risk mitigation strategies for long tail customers. Build partnerships with global peers to align on best practice methodologies and processes. Develop strong relationships with Sales teams, meeting regularly to strategically identify opportunities within the client base to partner together and realize the full value of Diligent's solutions. Work closely with Marketing to create awareness and drive adoption of Diligent solutions and educate clients on corporate governance best practices for Mid-Market segments. Support Customer Success Leadership with reporting and ensure team achieve KPI targets and recording activities in the CRM system. Liaise with Product Management to ensure team members are well-versed on product releases and client feedback is being communicated on a regular basis. Work closely with Customer Success leadership on strategic department and global wide projects Required Experience/Skills 5+ years of progressive experience in Customer Success or related field, along with experience in people management. Ability to drive retention and product engagement activities. Strong background in building or refining Customer Success processes, playbooks, and operational frameworks. Strong understanding of Value Framework​ Able to manage conflict (internal and external)​ #LI-SM1 #LI-Hybrid About Us 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 Fac