Senior Customer Success Manager

Diligent-14787b60; München; Hybrid; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Diligent is seeking a Senior Customer Success Manager in Munich to drive end-to-end customer lifecycle management, ensuring long-term satisfaction and accelerated net retention. The role involves partnering with senior leaders of multinational accounts and coordinating across services, sales, and marketing to deliver value.

You will manage complex client relationships, advocate for customers, and help expand product usage while maintaining high CSAT and NPS scores.

Qualifications

• 5–7 years of experience in customer success, account management, or related roles.
• Experience driving client outcomes and retention in a SaaS environment.

Responsibilities

• Coordinate end-to-end customer lifecycle management to maximize satisfaction and retention.
• Maintain ongoing contact with customers to assess needs and identify expansion opportunities.
• Deliver exceptional customer experiences by resolving issues and managing accounts/systems.

Skills

Account management

Quota attainment

Collaboration

Project management

Executive communication

Presentations to executives

MS Office proficiency

Organizational skills

Customer satisfaction focus

Travel readiness

Tools

Microsoft Office Suite

Job description

The Senior Customer Success Manager is a highly commercial minded and motivated individual that c oordinates successful end to end customer lifecycle management to ensure long-term satisfaction, accelerated net retention, NPS, product usage and referrals. The Senior Customer Success Manager is a naturally, collaborative individual who thrives in a customer focused environment and has had proven success in partnering directly with leaders of large multi-national companies in solving their governance challenges using our product offerings.

Key Responsibilities

• Seamless project management through all phases of the customer relationship, including managing the users of Brianloop's applications; the Board Directors and Corporate Executives.
• Remain in constant contact with the customer to evaluate satisfaction and proactively identify upcoming needs, including identifying expansion of use of Brianloop's products and services to then be passed to the Expansion Sales team.
• Provide an excellent customer experience for all accounts, by anticipating and resolving customer issues and maintaining customer accounts/systems in a manner that exceeds customer expectations.
• Coordinate with technical personnel as needed to meet customer needs, while managing customer expectations to prevent overload or missed deadlines.
• Provide customer feedback on solutions in order to assist in continuous improvement of the Diligent products
• Ability to successfully manage multiple clients and products in an organized and meticulous manner
• Ability to step in and assist with Director, Customer Success responsibilities when needed to assist the team and to report up to the 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

• 5 - 7 years of experience required
• Experience in account management, sales, or technical project management.
• Track record of over-achieving quota
• A passion for collaboration and a deep understanding of the technology involved in SaaS.
• Excellent Project Management expertise and experience.
• Outstanding communication skills, both written and verbal.
• 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.
• Able to perform well in the face of tight deadlines and tough technical and organizational challenges.
• Reasonable travel required

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 programsto 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.