Customer Success Manager - Perth

Diligent; Perth; Hybrid; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Flexible work environment

Comprehensive health benefits

Generous time off policy

Wellness programs

Job summary

Diligent is seeking a Customer Success Manager to oversee a portfolio of enterprise accounts, ensuring outstanding customer experience and strong product adoption. You will coordinate onboarding, training and ongoing relationships, aligning with client goals and Diligent's governance platform.

This role emphasizes renewal ownership, cross-functional collaboration, and advocacy across teams. The successful candidate will contribute to revenue retention, upsell opportunities, and high customer

Qualifications

• Ability to build and maintain direct client relationships with key stakeholders.
• Experience managing a portfolio of corporate customers.
• Enterprise level account management experience in SAAS is desirable.
• Experience with CRM tools (e.g., Salesforce) is useful.
• Excellent communication and presentation skills with multiple stakeholders.
• Strong problem solving and curiosity about client needs.
• High resilience and positive attitude when facing adversity.
• Passionate about technology with a solution-centric mindset.

Responsibilities

• Build and maintain strong direct client relationships with key stakeholders and sustain engagement.
• Own the renewal process and manage commercial aspects.
• Grow accounts by identifying needs, recommending products/services, and driving revenue retention.
• Coordinate with implementation, project teams, and IT to ensure a best-in-class customer experience.
• Collaborate across sales, services, marketing, finance, and operations as the voice of the customer.
• Lead product adoption sessions with senior stakeholders and C-suite where needed.
• Pursue client advocacy initiatives across the portfolio.

Skills

Client relationships

Portfolio management

SAAS account management

Sales CRM (Salesforce)

Communication & presentation

Problem solving

Resilience

Technology mindset

Tools

Salesforce

Job description

Position Overview

The Customer Success Manager oversees a portfolio of accounts and ensures an amazing customer experience, as measured by NPS, gross revenue retention, upsell/cross-sell referrals, meaningful customer engagement and adoption via product usage indicators.

As the key contact point for the customer relationship on Diligent products. The CSM will perform hands‑on account management activities as well as collaborate with other team members in coordinating successful customer onboarding, training and ongoing customer relationships to ensure long‑term satisfaction.

Key Responsibilities

• Build and maintain strong direct client relationships with key stakeholders & retain those relationships via meaningful and consistent engagement with the key stakeholders at the customer. This entails setting up and running operational meetings as well as periodic formalised business review meetings to align intended outcomes with the customer journey.
• Owning and managing the commercial and contractual customer renewal process;
• Grow your set of customer accounts by proactively anticipating needs, recommending additional products and services and providing an excellent customer experience as measured by revenue retention and customer product usage; Collaborate with the Sales team in a mutually beneficial account management model by spotting, qualifying and passing on expansion leads Increase overall client satisfaction with Diligent measured through Net Promoter Score;
• Provide a seamless and 'best in class' customer experience through all phases of the customer lifecycle - coordinating with the client implementation and project teams, administrative staff, IT Team, and users of the Diligent application/s;
• Collaborate internally to be the voice of the customer across other departments, including with the sales, expansion, services, marketing, finance, customer transactions and operations teams.
• Facilitation alongside the Implementation team of Diligent's products and modules with senior stakeholders to the client including C‑Suite and Directors.
• Seek out client advocacy related initiatives

Ideal Experience & Skills

• The ability to build and maintain strong direct client relationships with key stakeholders & retain those relationships.
• Experience with managing a portfolio of corporate customers
• Some experience in enterprise level account management (preferably in SAAS) is desirable but not essential!
• Some experience in sales CRM applications such as Salesforce would be useful
• Excellent communication and presentation skills, with the ability to manage multiple stakeholders
• Strong problem‑solving ability, with a natural curiosity around the client's business needs
• High level of resilience and a positive attitude when faced with adversity
• Passionate about technology with a solution‑centric mindset

About Us

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, 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.

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.

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 US EEOC's Know Your Rights. We are a drug free workplace.

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 [e-mail].

To support a fair and consistent hiring process, we use AI and digital automated tools to assist our recruitment team in organizing candidate data, surfacing relevant applications, coordinating interview scheduling and summarizing interview notes. All final screening, evaluation, and hiring decisions are made by humans on our team. To learn more about how we collect, protect, and process your information, please review our Candidate Privacy Policy.

At Diligent, we recognize the value of a diverse global workforce. Visa sponsorship may be available for select positions based on business needs and specific role requirements. Sponsorship decisions are evaluated on a case‑by‑case basis, and eligibility should not be assumed for all opportunities.

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