Customer Success Manager

Diligent Corporation; München; Vor Ort; EUR 70.000 - 90.000; Vollzeit

Zusammenfassung

A leading SaaS solutions provider is seeking a Customer Success Manager II in Munich, Germany, to oversee customer accounts and ensure a top-tier experience. The ideal candidate will have 3–5 years in customer success, be fluent in German and English, and possess strong project management skills. This role focuses on proactive account management and customer satisfaction, offering a flexible work environment and comprehensive benefits.

Leistungen

Flexible work environment

Comprehensive health benefits

Generous time-off policy

Wellness programs

Qualifikationen

• 3–5 years of experience in customer success or a related field.
• Ability to work with C-Level executives and directors.
• Customer-focused and able to deliver high levels of customer satisfaction.

Aufgaben

• Oversee a portfolio of accounts and ensure an amazing customer experience.
• Renew and grow customer accounts by anticipating needs and providing excellent service.
• Manage customer relationships and coordinate with internal teams.

Kenntnisse

Customer success experience

Fluent in German

Fluent in English

Project management expertise

Outstanding communication skills

Technical focus

Strong presentation skills

Organizational skills

Tools

Microsoft Office

Jobbeschreibung

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 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 more effectively, build greater resilience, and make better decisions faster.

We build the future with people who think boldly and move fast. Whether you’re designing systems that leverage large language models or re‑imagining 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—not just embrace change, but treat it as an opportunity. The future belongs to those who keep learning, and we’re 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.

Position Overview

The Customer Success Manager II oversees a portfolio of accounts and ensures an amazing customer experience, measured by NPS, net revenue retention, referrals, and product usage indicators. As the key contact point for the customer relationship on Diligent products, the CSM II performs hands‑on account management activities, collaborates with team members on onboarding, training, and ongoing relationships to ensure long‑term satisfaction.

Key Responsibilities

• Renew and grow a 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 product usage.
• Manage project phases of the customer relationship, including users of Diligent’s applications, board directors, and corporate executives.
• Remain in constant contact with the customer to evaluate satisfaction and proactively identify upcoming needs, including expansion of product use to pass to the Expansion Sales team.
• Provide an excellent customer experience for all accounts by anticipating and resolving issues, maintaining accounts and systems in a manner that exceeds expectations.
• Coordinate with technical personnel as needed to meet customer needs while managing expectations to prevent overload or missed deadlines.
• Provide customer feedback on solutions to assist in continuous improvement of the Diligent products.
• Manage multiple clients and products in an organized, meticulous manner.
• Assist with Director Customer Success responsibilities when needed, and report up to management.
• Act as liaison between multiple internal teams (services, sales, operations, marketing, and sales).
• Assist in coaching, mentoring, and talent development of the broader Customer Success team.

Required Experience / Skills

• 3–5 years of experience in customer success or a related field.
• Fluency in both German and English for effective communication across international teams and clients.
• Track record of over‑achieving quota.
• Passion for collaboration and deep understanding of SaaS technology.
• Excellent project‑management expertise and experience.
• Outstanding written and verbal communication skills.
• Strong presentation skills and experience working with C‑Level executives and directors.
• Strong technical focus and detailed knowledge of Microsoft Office applications.
• Superb personal organizational skills to ensure all client commitments are met.
• Customer‑focused; able to deliver extremely high levels of customer satisfaction.
• Ability to perform well under tight deadlines and challenging technical and organizational situations.
• Reasonable travel required.

What Diligent Offers You

• Creativity is ingrained in our culture; we are innovative collaborators by nature and thrive on exploring how things can be done differently.
• 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.
• We have teams all over the world, with office hubs in New York, Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney.
• Diversity is important to us. We foster and encourage diversity through Employee Resource Groups and provide resources and education to support team members.

Legal

Diligent is a drug‑free workplace. We are proud to be an equal‑opportunity employer and do not discriminate based on race, color, religion, creed, sex, national origin, ancestry, citizenship, status, pregnancy, childbirth, physical or mental disability, age, military status, protected veteran status, marital status, domestic partnership, civil union status, gender identity or expression, medical condition, genetic information, or sexual orientation. We consider qualified applicants regardless of criminal history in accordance with legal requirements. See Diligent’s EEO Policy for more information. If you need assistance or an accommodation due to a disability, please contact us. We do not accept unsolicited agency resumes.