Customer Success Manager (fixed term, 12months)

Diligent; London; On-site; GBP 40,000 - 80,000; Full time

Job summary

Join a forward-thinking company as a Customer Success Manager, where you will play a vital role in ensuring customer satisfaction and driving product adoption. This dynamic position involves managing relationships with key clients, delivering impactful training, and collaborating with internal teams to meet customer needs. You will be part of a passionate team dedicated to making a positive impact in governance and compliance. With a flexible work environment and a commitment to diversity, this role offers an opportunity to thrive in a collaborative culture while contributing to meaningful change in the industry.

Benefits

Flexible work environment

Comprehensive health benefits

Generous time off policy

Wellness programs

Global days of service

Meeting-free days

Qualifications

• 3-5 years experience in account management or technical project management.
• Excellent project management expertise and outstanding communication skills.

Responsibilities

• Manage customer relationships and ensure satisfaction through proactive engagement.
• Coordinate with internal teams to meet customer needs and expectations.

Skills

Account Management

Sales

Technical Project Management

Project Management

Communication Skills

Presentation Skills

Customer Focus

Organizational Skills

Tools

Microsoft Office Applications

Job description

Customer Success Manager (fixed term, 12months)

London, England, United Kingdom

About Us

Diligent is the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit and ESG. Empowering more than 1 million users and 700,000 board members and leaders with a holistic view of their organization’s GRC practices so they can make better decisions, faster. No matter the challenge.

At Diligent, you are an agent of positive change. You are joining a team of passionate, smart, 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. Be a part of a global community on a mission to make a real impact.

At Diligent, we’re seeking an experienced and proactive Customer Success Manager for a 12 months fixed term contract, to drive seamless customer onboarding, deliver impactful training, and foster strong, long-lasting relationships. This role is key to ensuring customer satisfaction, retention, and continued growth through meaningful engagement with our products.

The ideal candidate is a collaborative professional who excels in a customer-centric environment and has a track record of partnering with senior leaders of large, multi-national organizations. With a deep understanding of governance, risk, and compliance (GRC) challenges, you’ll leverage Diligent’s solutions to help customers navigate their most complex governance needs while driving product adoption and success.

Key Responsibilities

• Seamless project management through all phases of the customer relationship, including managing the users of Diligent’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 Diligent’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

• 3-5 years experience in account management, sales, or technical project management.
• 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.

Location: London

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.

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., Baltimore, London, Galway, Budapest, Vancouver, Bengaluru, Munich, and Sydney.

We are a drug-free workplace. 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.