Customer Success Manager

Diligent; Johannesburg; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A leading SaaS company is seeking a Customer Success Manager II in Johannesburg who will oversee a portfolio of accounts to ensure a remarkable customer experience. This role includes managing customer needs, enhancing client satisfaction through strong relationships, and collaborating with cross-functional teams. Ideal candidates should have over 5 years of experience, with expertise in account management and CRM applications like Salesforce. The position offers flexibility, comprehensive health benefits, and a commitment to diversity.

Benefits

Flexible work environment

Comprehensive health benefits

Generous time off policy

Qualifications

• 5+ years of working experience with 2-4 years in customer success.
• Fluency in additional languages beyond English is desirable.
• Experience in mid-market to enterprise level account management.

Responsibilities

• Oversee a portfolio of accounts and ensure customer satisfaction.
• Renew and grow customer accounts by anticipating needs.
• Provide a seamless customer experience through all lifecycle phases.

Skills

Customer relationship management

Communication skills

Problem-solving

Sales CRM applications experience

Tools

Salesforce

Job description

Overview

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.

Responsibilities

The Customer Success Manager II oversees a portfolio of accounts and ensures an amazing customer experience, as 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 will perform hands-on account management activities as well as collaborate with other team members in coordinating successful customer onboarding, training and ongoing customer relationships to ensure long-term satisfaction.

• 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 customer product usage;
• Increase overall client satisfaction with Diligent measured through Net Promoter Score;
• Provide a seamless and ‘best in class’ customer experience through all phases of the customer lifecycle - coordinating with the client implementation and project teams, administrative staff, IT Team, and users of the Diligent application/s;
• Collaborate internally to be the voice of the customer across other departments, including with the sales, expansion, services, marketing, finance, customer transactions and operations teams.
• Be heavily intertwined with the Expansion Sales team in spotting, qualifying and passing on expansion leads
• Facilitation alongside the Implementation team of Diligent’s products and modules with senior stakeholders to the client including C-Suite and Directors.
• Build and maintain strong direct client relationships with key stakeholders & retain those relationships.
• Seek out client advocacy related initiatives

Qualifications / Required Experience

• 5+ years working experience, with 2-4 years of customer success experience required.
• Fluency in additional languages to English are desirable
• Build and maintain strong direct client relationships with key stakeholders & retain those relationships.
• Some experience in mid-market to enterprise level account management (preferably in SAAS) is desirable
• Some experience in sales CRM applications such as Salesforce
• Excellent communication and presentation skills, with the ability to manage multiple stakeholders
• Strong problem-solving ability, with a natural curiosity around the client’s business needs
• High level of resilience and a positive attitude when faced with adversity
• Passionate about technology with a solution-centric mindset

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 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.