Position Overview

The Customer Success Manager (CSM) oversees a portfolio of accounts and ensures an amazing customer experience, as measured by NPS, net revenue retention, referrals and product usage indicators. As the key contact point for the customer relationship on Diligent products, 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 customer accounts by proactively anticipating needs, recommending additional products and services and providing an excellent customer experience as measured by revenue retention and customer product usage; 
• Increase overall client satisfaction with Diligent measured through Net Promoter Score; 
• 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 application/s; 
• 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. 
• Be heavily intertwined with the Expansion Sales team in spotting, qualifying and passing on expansion leads 
• Facilitation alongside the Implementation team of the core Boards product and modules with senior stakeholders to the client including C-Suite and Directors. 
• Build and maintain strong direct client relationships with key stakeholders & retain those relationships. 
• Seek out client advocacy related initiatives 

Required Experience/Skills:

• Fluency in French and English (written and spoken) are essential for this role. You will be responsible for managing relationships with French and English speaking customers. 
• Build and maintain strong direct client relationships with key stakeholders & retain those relationships. 
• Seek out client advocacy related initiatives 
• Some experience in enterprise level account management (preferably in SAAS) is desirable
• Some 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
• Occasional will be required with this role