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.
Ensure net revenue retention; Ensure high product adoption; Ensure advocacy; Deliver measurable outcomes; Meet renewal targets; Meet retention targets; Meet expansion targets
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, Navigate ambiguity, 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 experience, Familiarity with customer success platforms, Data-driven account health management, Data-driven adoption management
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
Lead proactive account management
Orchestrate cross-functional resources
Partner with Services
Deliver measurable outcomes
Expand footprint within accounts
Own enterprise accounts portfolio
Develop customer success plans
Execute customer success plans
Align plans to objectives
Align plans to outcomes
Deliver best-in-class customer experience
Coordinate with Implementation team
Coordinate with Professional Services
Coordinate with Support
Coordinate with Product
Lead executive-level engagements
Lead strategic reviews
Surface new opportunities
Identify expansion opportunities
Qualify expansion opportunities
Partner on expansion opportunities
Ensure smooth handoffs
Align account strategies
Facilitate onboarding
Facilitate product rollout
Ensure stakeholder alignment
Build multi-threaded relationships
Maintain multi-threaded relationships
Understand customer 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 and Services; Implementation team; Professional Services; Support; Product; Marketing; Operations
Communication Scope
Executive presentations; Complex concepts; Compelling narratives
Applying for this Customer Success Manager II role?
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