Customer Success Manager II

Responsibilities

• Own a portfolio of enterprise accounts with accountability for renewal, net revenue retention, and expansion
• Drive product adoption and value realization through strategic customer success plans
• Lead executive-level engagements including QBRs and strategic reviews with C-suite stakeholders
• Identify and partner on expansion opportunities in collaboration with Sales teams
• Facilitate successful onboarding and product rollout alongside Implementation teams
• Act as the voice of the customer to influence product roadmap and process improvements
• Monitor account health and usage via dashboards and analytics to mitigate risk

Requirements

• 5+ years of professional experience
• 2–4+ years in Customer Success, Account Management, or B2B SaaS client-facing roles
• Proven experience managing mid-market or enterprise accounts
• Experience engaging senior and executive stakeholders (Director, VP, C-Suite)
• Track record of meeting renewal, retention, and expansion targets
• Proficiency with CRM tools, preferably Salesforce
• Strong consultative, problem-solving, and presentation skills

Preferred Qualifications

• Experience in governance, risk, compliance, or legal enterprise software
• Background working in a matrixed, global organization
• Familiarity with customer success platforms and data-driven account management

About the Company

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.