Customer Success Manager II
Oversees a portfolio of accounts and ensures an amazing customer experience as measured by NPS, gross revenue retention, upsell/cross-sell referrals, and meaningful customer engagement and adoption via product usage indicators.
Acts as the key contact point for the customer relationship on Diligent products.
Hands‐on account management activities, collaboration with team members for successful onboarding, training, and ongoing customer relationships to ensure long‐term satisfaction.
Operates on a hybrid model, with 50% office‐based work required in our Sydney office.
Visa sponsorship is not available; applicants must be eligible to work in the location where they reside.
Key Responsibilities
Build and maintain strong direct client relationships with key stakeholders and retain those relationships via meaningful and consistent engagement.
Own and manage the commercial and contractual customer renewal process.
Grow customer accounts by proactively anticipating needs, recommending additional products and services, and providing an excellent customer experience as measured by revenue retention and product usage.
Collaborate with the Sales team to spot, qualify and pass on expansion leads.
Increase overall client satisfaction with Diligent measured through NPS.
Provide a seamless best‐in‐class customer experience through all phases of the customer lifecycle – coordinating with the implementation, project, administrative, IT, and end‐user teams.
Collaborate internally to be the voice of the customer across departments, including sales, expansion, services, marketing, finance, customer transactions and operations.
Facilitate Diligent's products and modules with senior stakeholders, including C‐Suite and Directors.
Seek out client advocacy related initiatives.
Essential Requirements
3–5 years of B2B experience in a client‐facing role managing accounts.




Experience with the Microsoft Office suite and software solutions/platforms.
Fluency in English (written and verbal) is required.
Willingness to travel to client sites.
Prior experience in SaaS or GRC is advantageous.
Understanding of GRC domain, regulations, industry standards.
Commercial experience.
Experience with Salesforce and Gainsight.
Behavioral Skills
Build and maintain strong direct client relationships with key stakeholders.
Excellent communication and presentation skills, with the ability to manage multiple stakeholders.
Strong problem‐solving ability and curiosity about clients' business needs.
High level of resilience and a positive attitude when faced with adversity.
Passionate about technology with a solution‐centric mindset.
Benefits
Creativity is ingrained in our culture; we are innovative collaborators by nature.
Versatile work environment, global days of service, comprehensive health benefits, meeting‐free days, generous time‐off policy and wellness programs.
Global team presence with office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore and Sydney.
Diversity is a priority; we foster inclusion through Employee Resource Groups and provide resources and education.
Diligent is a drug‐free workplace.
We are an equal‐opportunity employer and do not discriminate based on race, color, religion, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical or mental disability, age, military status, protected veteran status, marital status, domestic partnership status, gender, medical condition, genetic information, or sexual orientation.
We also consider qualified applicants regardless of criminal history, consistent with legal requirements.
We provide reasonable accommodations for qualified individuals with disabilities and disabled veterans.
Please contact us at for accommodations.
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📌 Customer Success Manager Ii (Nsw) (New South Wales)
🏢 Diligent
📍 New South Wales