Customer Success Manager II

Position Overview:

The Customer Success Manager II is responsible for driving long-term success and growth across a strategic portfolio of enterprise customers. This role serves as the primary business partner and trusted advisor to senior stakeholders, ensuring an exceptional customer experience, strong net revenue retention, high product adoption, and advocacy.

As the key point of contact for Diligents solutions, the CSM II leads proactive account management, orchestrates cross-functional resources, and partners closely with Sales and Services to deliver measurable outcomes and expand our footprint within each account.

Key Responsibilities

• Own a portfolio of enterprise accounts with accountability for renewal, net revenue retention, and expansion, leveraging data and insights to proactively manage risk and opportunity.
• Drive product adoption and value realization by developing and executing customer success plans aligned to the customers strategic objectives and key outcomes.
• Deliver a best-in-class customer experience across all phases of the customer lifecycle, from onboarding through renewal, coordinating with Implementation, Professional Services, Support, Product, and other internal teams.
• Lead executive-level engagements, including QBRs/EBRs and strategic reviews with C-suite, board administrators, and senior directors, to demonstrate ROI, influence adoption, and surface new opportunities.
• Identify, qualify, and partner on expansion opportunities in close collaboration with the Expansion Sales team, ensuring smooth handoffs, aligned account strategies, and clear growth plans.
• Facilitate successful onboarding and rollout of Diligent products and modules, working alongside the Implementation team to ensure stakeholder alignment, training, and effective change management.
• Build and maintain strong, multi-threaded relationships with key business and technical stakeholders, becoming a trusted advisor who understands their governance, risk, compliance, and operational priorities.
• Act as the voice of the customer internally, providing structured feedback and insights to Product, Marketing, Services, and Operations to influence roadmap and process improvements.
• Monitor account health and usage leveraging dashboards and analytics, intervening early to address risks, drive adoption, and reinforce value.
• Champion customer advocacy, by identifying referenceable customers, case study opportunities, testimonials, and participation in user groups or events.
• Collaborate on process and playbook improvements within the Customer Success organization to drive consistency, scalability, and excellence in how we serve enterprise customers.

Required Experience & Skills

• 5+ years of professional experience, including 24+ years in Customer Success, Account Management, or a similar client-facing role within B2B SaaS.
• Proven experience managing mid-market and/or enterprise accounts, with comfort engaging senior and executive stakeholders (Director, VP, CSuite).
• Demonstrated track record of meeting or exceeding renewal, retention, and expansion targets.
• Strong experience using CRM tools (preferably Salesforce) to manage accounts, opportunities, and customer health activities.
• Excellent communication and presentation skills, able to translate complex concepts into clear, compelling narratives for multiple stakeholder groups.
• Strong consultative and problem-solving skills, with a natural curiosity about the customers business, use cases, and success metrics.
• High level of resilience, ownership, and accountability, with the ability to navigate ambiguity and manage competing priorities across a large book of business.
• Passion for technology and a solution-centric mindset, with the ability to quickly learn new products and articulate their business value.
• Strong organizational skills and attention to detail, with experience managing multiple customers, projects, and deadlines simultaneously.

Preferred Qualifications

• Experience in governance, risk, compliance, legal, or adjacent enterprise software environments is a plus.
• Background working in a matrixed, global organization with cross-functional partners across time zones.
• Familiarity with customer success platforms and >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, youre not just building the future - youre 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 Facebook

  What Diligent Offers You

  • Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients
  • We care about our people. Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs to name a few
  • We have teams all over the world. We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney.
  • Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding.

  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. To foster strong collaboration and connection, this role will follow a hybrid work model. If you are within a commuting distance to one of our Diligent office locations, you will be expected to work onsite at least 50% of the time. We believe that in-person engagement helps drive innovation, teamwork, and a strong sense of community.

  _{We are a drug free workplace. 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. See also Diligent's EEO Policy and Know Your Rights. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at recruitment@diligent.com.}

  _{To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.}