SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Diligent is seeking a Customer Success Manager I to join its growing Customer Success team. You will partner with a portfolio of key accounts to drive product adoption, retention, and long-term customer value across the GRC (Governance, Risk, and Compliance) platform. This role serves customers across France, Belgium, and Luxembourg, operating on a hybrid model with 50% office-based work required.
Key Responsibilities:
- Manage a portfolio of client accounts, serving as the primary point of contact for day-to-day coordination and strategic engagement
- Run regular strategic review meetings with clients to discuss usage, goals, strategy, and overall satisfaction
- Monitor product adoption and usage data to identify risks or growth opportunities and drive client engagement
- Proactively engage with customers to drive success and value realization, identifying retention risks and developing mitigation strategies
- Drive renewals by maintaining strong relationships and demonstrating ROI
- Identify and qualify upsell and expansion opportunities, working closely with Sales to progress them effectively
- Coordinate with internal teams (implementation, support, product, sales) to resolve issues and improve customer experience
- Act as the "voice of the customer" internally, sharing feedback to improve products and services
- Handle challenges and escalations, ensuring issues are resolved quickly and professionally
- Increase overall client health and satisfaction with Diligent
Diligent is the AI leader in GRC SaaS solutions, helping more than 1 million users and 700,000 board members clarify risk and elevate governance. The company operates globally with offices in New York, Washington D.C., London, Galway, Budapest, Vancouver, Bengaluru, Munich, Singapore, and Sydney.
Requirements:
- 1-3 years of experience in a client-facing role managing accounts
- Experience with sales CRM applications such as Salesforce
- Proficiency with Microsoft Office suite, particularly Excel
- Fluency in English (written and verbal)
- Willingness to travel to client sites
- Must be eligible to work in the Netherlands (no visa sponsorship provided)
Behavioural Skills:
- Ability to build and maintain strong direct client relationships with key stakeholders
- Excellent communication and presentation skills with ability to manage multiple stakeholders
- High level of resilience and positive attitude when faced with adversity
- Curiosity about technology and AI with a solutions-focused approach
- Strong problem-solving ability with natural curiosity around client business needs
Nice-to-Have:
- Prior experience in SaaS or GRC
- Understanding of GRC domain, regulations, industry standards, and experience with software solutions and platforms
