Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

The Customer Success Manager II oversees a portfolio of accounts, ensuring an exceptional customer experience measured by NPS, gross revenue retention, upsell/cross-sell referrals, and product adoption. This role acts as the primary contact for customer relationships with Diligent products, performing account management and collaborating with team members for successful onboarding, training, and long-term customer satisfaction.

Responsibilities

Build and maintain strong direct client relationships with key stakeholders through meaningful and consistent engagement.
Set up and run operational meetings and periodic business review meetings to align intended outcomes with the customer journey.
Own and manage the commercial and contractual customer renewal process.
Grow customer accounts by anticipating needs, recommending additional products/services, and providing excellent customer experience.
Collaborate with the Sales team by spotting, qualifying, and passing on expansion leads.
Increase overall client satisfaction measured through Net Promoter Score.
Provide a seamless customer experience through all phases of the customer lifecycle.
Coordinate with client implementation, project teams, administrative staff, IT, and users.
Act as the voice of the customer internally across departments including sales, expansion, services, marketing, finance, customer transactions, and operations.
Facilitate product and module implementation with senior client stakeholders, including C-Suite and Directors.
Seek out client advocacy related initiatives.

Requirements

3-5 years of B2B experience in a client-facing role managing accounts.
Experience with the Microsoft Office suite.
Experience with software solutions and platforms.
Fluency in English (written and verbal).
Willingness to travel to client sites.
Must be eligible to work in the location you reside (no visa sponsorship available).

Skills

Build and maintain strong direct client relationships with key stakeholders & retain those relationships
Excellent communication and presentation skills
Ability to manage multiple stakeholders
Strong problem-solving ability
Natural curiosity around the client’s business needs
High level of resilience
Positive attitude when faced with adversity
Passionate about technology
Solution-centric mindset
Prior experience in SaaS or GRC is advantageous
Understanding of GRC domain, regulations, industry standards
Commercial experience
Experience with Salesforce and Gainsight

Location

Sydney

Work Type

Hybrid

Experience Level

Mid-level

Benefits

Flexible work environment
Global days of service
Comprehensive health benefits
Meeting free days
Generous time off policy
Wellness programs

About the Company

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.
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.
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., London, Galway, Budapest, Vancouver, Bengaluru, Munich, Singapore and Sydney.

Equal Opportunity

Diligent is proud to be an equal opportunity employer.
We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws.
We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.