Onboarding & Customer Success Lead

Diligent Corporation; Vancouver; Hybrid; CAD 65,000 - 82,000; Full time

Benefits offered by this job

Flexible hybrid model

Health benefits

Global days of service

Ownership & growth

Job summary

3rdRisk, a Diligent brand, seeks a Customer Success Manager I in Vancouver to onboard new customers, guide configuration, and drive value from the platform. You’ll own relationships from kickoff through regular check-ins and QBRs, serving North American clients as part of a growing CS team across Vancouver and Amsterdam.

You’ll help shape the CS function, build repeatable playbooks, templates, and processes, and work closely with product, support, and engineering to resolve complex issues.

Qualifications

• Experience in a customer-facing role with appetite to grow in CS.
• Strong communication and relationship skills; comfortable leading onboarding sessions and QBRs.
• Self-starter with a process-minded approach and ability to document and repeat workflows.

Responsibilities

• Own customer onboarding end to end—from kickoff to go-live.
• Improve onboarding with playbooks, templates, and documentation for the team.
• Manage ongoing relationship via proactive check-ins and QBRs.
• Be the trusted contact; coordinate with product, support, and engineering to resolve issues.
• Help build 3rdRisk's CS function with processes, tooling, and reporting.
• Collaborate with Amsterdam team to deliver a consistent experience for NA customers.

Skills

Customer Success

Onboarding

Account Management

Communication

Time-zone collaboration

Job description

3rdRisk, a Diligent brand, seeks a Customer Success Manager I in Vancouver to onboard new customers, guide configuration, and drive value from the platform. You’ll own relationships from kickoff through regular check-ins and QBRs, serving North American clients as part of a growing CS team across Vancouver and Amsterdam.

You’ll help shape the CS function, build repeatable playbooks, templates, and processes, and work closely with product, support, and engineering to resolve complex issues.