Manager, Customer Success

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Position Overview:

The Manager, Customer Success is a leadership role that is tasked with managing a small team of Customer Success Managers (CSM). The role is focused on developing ongoing customer relationship activity to ensure customer satisfaction leads to accelerated growth in net blended retention, product engagement, NPS & Referrals.

The Manager, Customer Success will be expected to perform hands-on account management activities as well as coach team members in coordinating successful ongoing customer relationships to ensure long-term satisfaction. The Manager, Customer Success will ensure the team are effectively targeting and engaging with customers, communicating Diligent’s value proposition and improving the team’s tracking and reporting capabilities.

The Manager, Customer Success is a highly commercial minded and motivated individual that coordinates successful end to end customer lifecycle management for the team to ensure long-term engagement and loyalty, accelerated net retention, NPS, product usage and referrals.

Key Responsibilities

• Manage, coach and develop small team of CSMs with the goal of achieving extremely high customer satisfaction and retention outcomes.

• Manage small book of business of top tier customers and be seen as a Trusted Advisor

• Train CSMs to conduct periodic client site reviews and consultation sessions to ensure client value-add features and renews services each.

• Work closely with Senior Director, Customer Success and other leaders within the CS team to develop playbooks and risk mitigation strategies for long tail customers.

• Build partnerships with global peers to align on best practice methodologies and…