Customer Success Manager - Perth

Diligent Corporation; Western Australia; Hybrid; AUD 100,000 - 140,000; Full time

Benefits offered by this job

Hybrid work model

Flexible work environment

Health benefits

Job summary

Diligent Corporation in Australia is seeking a Customer Success Manager to oversee a portfolio of accounts, ensure exceptional customer experience, and drive NPS, retention and revenue through product adoption and upsell opportunities.

You will be the primary contact for key stakeholders, lead onboarding and training, coordinate with cross-functional teams, and advocate for the customer across Sales, Services, Marketing and Finance to deliver long-term success.

Qualifications

• Ability to build and maintain strong direct client relationships with key stakeholders.
• Experience managing a portfolio of corporate customers.
• Enterprise-level account management experience in SAAS is desirable but not essential.
• Familiarity with CRM tools such as Salesforce is useful.
• Excellent communication and presentation skills across multiple stakeholders.
• Strong problem-solving ability and curiosity about the client’s business needs.
• High resilience and positive attitude when facing adversity.
• Passion for technology with a solution-centric mindset.

Responsibilities

• Own and manage a portfolio of accounts and ensure an amazing customer experience as measured by NPS and revenue retention.
• Lead onboarding, training and ongoing customer relationships to ensure long-term satisfaction.
• Renewal management: own commercial and contractual renewal processes.
• Grow accounts by identifying upsell/cross-sell opportunities and coordinating with Sales to pass on expansions.
• Coordinate with implementation and cross-functional teams to deliver best-in-class customer experience across the lifecycle.
• Be the voice of the customer across Sales, Services, Marketing, Finance and Operations.
• Facilitate product and module onboarding with senior stakeholders, including C-Suite and Directors.
• Act on client advocacy initiatives.

Skills

Client relationship management

Portfolio management

SAAS experience

Salesforce experience

Communication skills

Presentation skills

Problem solving

Resilience

Technology mindset

Tools

Salesforce

Job description

Key Responsibilities

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.

• 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.

• 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 towork 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 alsoDiligent'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 hiringprocess, we use AIand digital automated tools to assist our recruitment team in organizing candidate data, surfacing relevant applications, coordinatinginterview 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.