Diligent Corporation
SaaS
CustomerSuccessManagerII
“Customer Success Manager II at Diligent Corporation. Skills: Customer Success, Account Management, Enterprise Accounts, SaaS Solutions. Drive long-term success. Drive growth”
What You'll Achieve.
Exceptional customer experience; Net revenue retention; High product adoption; Customer advocacy; Measurable outcomes; Account growth; Renewal targets; Retention targets; Expansion targets; ROI demonstration; Roadmap improvements; Process improvements
Industry & Context.
Problem-solving
What They're Looking For.
Must Have
5+ years professional experience, 2-4+ years Customer Success experience, Manage mid-market/enterprise accounts, Engage senior/executive stakeholders, Meet renewal/retention/expansion targets, Use CRM tools, Excellent communication skills, Excellent presentation skills, Consultative skills, Problem-solving skills, High resilience, High ownership, High accountability, Manage competing priorities, Passion for technology, Solution-centric mindset, Learn new products quickly, Articulate business value, Organizational skills, Attention to detail, Manage multiple customers, Manage multiple projects, Manage multiple deadlines
Nice to Have
Governance experience, Risk experience, Compliance experience, Legal enterprise software experience, Matrixed global organization experience, Cross-functional partners across time zones experience, Customer success platforms familiarity, Data-driven account health familiarity, Data-driven adoption familiarity
What You'll Do.
Drive long-term success
Serve as business partner
Serve as trusted advisor
Ensure exceptional customer experience
Ensure net revenue retention
Ensure high product adoption
Ensure customer advocacy
Lead proactive account management
Orchestrate cross-functional resources
Partner with Services
Deliver measurable outcomes
Expand footprint within account
Own portfolio of enterprise accounts
Develop customer success plans
Execute customer success plans
Align plans to objectives
Align plans to outcomes
Deliver best-in-class customer experience
Manage customer lifecycle
Coordinate with Implementation team
Coordinate with Professional Services
Coordinate with Support team
Coordinate with Product team
Lead executive-level engagements
Conduct strategic reviews
Surface new opportunities
Identify expansion opportunities
Qualify expansion opportunities
Partner on expansion opportunities
Ensure smooth handoffs
Align account strategies
Create clear growth plans
Facilitate onboarding
Facilitate product rollout
Facilitate module rollout
Ensure stakeholder alignment
Maintain relationships
Understand governance priorities
Understand risk priorities
Understand compliance priorities
Understand operational priorities
Act as voice of customer
Provide structured feedback
Provide insights to Product
Provide insights to Marketing
Provide insights to Services
Provide insights to Operations
Influence roadmap improvements
Influence process improvements
Monitor account health
Monitor account usage
Intervene early to address risks
Champion customer advocacy
Identify referenceable customers
Identify case study opportunities
Identify testimonials
Identify user group participation
Identify event participation
Collaborate on process improvements
Collaborate on playbook improvements
How You'll Work.
Team & Collaboration
Cross-functional resources; Sales team; Services team; Implementation team; Support team; Product team; Marketing team; Operations team; Global organization; Cross-functional partners
Communication Scope
Executive presentations; Compelling narratives
Applying for this Customer Success Manager II role?
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