Strategic CSM - Enterprise SAAS Growth & Retention

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

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.