Customer Success Manager I — 3rdRisk (a Diligent brand)

Diligent; Vancouver; On-site; CAD 65,000 - 81,500; Full time

Benefits offered by this job

Hybrid work model

Health benefits

Generous time off

Wellness programs

Job summary

Diligent, Vancouver-based, is seeking a Customer Success Manager for 3rdRisk to own onboarding from kickoff to go-live and continue as the trusted contact, guiding customers to value from the platform.

You’ll help build the CS function, turning what works into repeatable playbooks, templates, and processes, and align 3rdRisk with Diligent’s approach. This early-stage role offers real ownership and impact across North America.

Qualifications

• Experience in a customer-facing role and appetite to grow in Customer Success.
• Strong communication and relationship skills; comfortable leading onboarding sessions and QBRs.
• Self-starting, process-minded approach; you like building structure and making it repeatable.
• Comfort working in a small, evolving team and collaborating across time zones with international colleagues.
• Interest in third-party risk, GRC, compliance, or SaaS.

Responsibilities

• Own customer onboarding end to end — kickoff to go-live and value realization.
• Build and improve onboarding experience with playbooks, templates and docs for the team.
• Run ongoing customer relationship: check-ins, QBRs, and day-to-day partnership for adoption and retention.
• Be trusted point of contact and coordinate with product, support, and engineering to resolve issues.
• Help build 3rdRisk's CS function: processes, tooling, and reporting, aligning with Diligent.
• Collaborate with Amsterdam team to deliver a unified experience across NA and beyond.

Skills

Onboarding

Relationship building

Communication

Process minded

Time-zone collaboration

GRC interest

Job description

About The Role

As a Customer Success Manager at 3rdRisk, you're the person who turns a new customer into a confident, successful one. You own onboarding from kickoff to go-live — guiding organizations through implementation and configuration until they're getting real value from the platform — and you stay with them afterwards as their trusted point of contact, running the relationship through regular check-ins and Quarterly Business Reviews.

About The Role

As a Customer Success Manager at 3rdRisk, you're the person who turns a new customer into a confident, successful one. You own onboarding from kickoff to go-live — guiding organizations through implementation and configuration until they're getting real value from the platform — and you stay with them afterwards as their trusted point of contact, running the relationship through regular check-ins and Quarterly Business Reviews.

Based out of Diligent's Vancouver office, you'll serve 3rdRisk customers across North America as part of a Customer Success team that's still taking shape: four CSMs split across Vancouver and Amsterdam, working closely as one team across both hubs. That early stage is the opportunity. Alongside the customer work, you'll help build the function itself — turning what works into repeatable playbooks, templates, and processes, and helping align how 3rdRisk operates as it integrates with Diligent. You'll have real ownership from day one and a direct hand in shaping how the team works as it grows.

It's a role for someone who genuinely enjoys the customer relationship, likes creating structure where there isn't any yet, and wants to grow their Customer Success career somewhere their work has visible impact.

What You'll Do

• Own customer onboarding end to end — from kickoff through configuration to go-live — so every new customer reaches value quickly and confidently.
• Build and continuously improve the onboarding experience, capturing what works in playbooks, templates, and documentation the whole team can use.
• Run the ongoing relationship with your customers: proactive check-ins, Quarterly Business Reviews, and the day-to-day partnership that drives adoption, satisfaction, and retention.
• Be the trusted point of contact your customers rely on, and step in on more complex situations — coordinating with product, support, and engineering to get to a resolution.
• Help build 3rdRisk's Customer Success function: shaping process, tooling, and reporting, and helping bring 3rdRisk's approach together with Diligent's.
• Work closely with your Amsterdam-based colleagues to deliver one consistent, high-quality experience across our North American customer base and beyond.

What You'll Bring

• Experience in a customer-facing role — Customer Success, onboarding, implementation, account management, or similar — and a real appetite to grow in Customer Success.
• Strong communication and relationship skills; you're comfortable leading onboarding sessions and QBRs and being the face of the company to your customers.
• A self-starting, process-minded approach — you like building structure, documenting it, and making it repeatable.
• Comfort working in a small, evolving team and collaborating across time zones with international colleagues.
• An interest in third-party risk, GRC, compliance, or SaaS. Curiosity about the space matters more than deep expertise on day one.

About 3rdRisk

3rdRisk is an AI-native third-party risk management (TPRM) platform, and a Diligent brand. Built by risk professionals, 3rdRisk helps organizations automate and scale how they identify, assess, and monitor supplier and third-party risk — from onboarding through ongoing oversight — with real-time insights, better control, and faster compliance across frameworks such as DORA and NIS-2. We work with customers worldwide across industries including retail, financial services, and technology.

3rdRisk joined Diligent in January 2026 and now operates as a Diligent brand. This role is with 3rdRisk, joining our team as it grows within Diligent.

About Diligent

Diligent is the AI leader in governance, risk and compliance (GRC) SaaS solutions, helping more than 1 million users and 700,000 board members 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 manage risk, build resilience, and make better decisions, faster.

Diligent is headquartered in New York, with office hubs including Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney.

What We Offer

• A flexible work environment and a genuine hybrid model.
• Comprehensive health benefits, generous time off, and wellness programs.
• Global days of service and a culture that values curiosity, experimentation, and impact.
• The chance to help build a Customer Success team from an early stage, with real ownership and room to grow.

Working model

To foster collaboration and connection, this role follows a hybrid model. If you're within commuting distance of Diligent's Vancouver office, you'll be expected to work onsite at least 50% of the time. We also ask for some flexibility in working hours to allow for regular coordination with our Amsterdam-based colleagues across time zones. We believe in-person engagement helps drive teamwork, learning, and a strong sense of community.

Equal opportunity

3rdRisk and Diligent are proud to be equal opportunity employers. We are committed to building a diverse and inclusive team and to a hiring process that is accessible to everyone. Employment decisions are made on the basis of qualifications and merit, without regard to any characteristic protected under the British Columbia Human Rights Code or applicable law. We are committed to providing reasonable accommodations throughout the recruitment process — if you need assistance or an accommodation due to a disability, please contact us at [e-mail].

Pay Range

$65,000—$81,500 CAD

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.