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Diligent is seeking a Customer Success Manager I to oversee a portfolio of accounts and ensure exceptional customer experience for its governance, risk and compliance (GRC) SaaS platform. The role is based in Bengaluru with a hybrid work model requiring at least 50% onsite presence.
As the key contact point for customer relationships on Diligent products, you will perform hands-on account management and collaborate across teams to coordinate successful customer onboarding, training, and ongoing relationships. Your success will be measured by NPS, net revenue retention, referrals, and product usage indicators.
Key responsibilities include:
- Renewing and growing a set of customer accounts by proactively anticipating needs, recommending additional products and services, and delivering excellent customer experience
- Increasing overall client satisfaction measured through Net Promoter Score
- Providing seamless, best-in-class customer experience across all phases of the customer lifecycle, coordinating with implementation, project, administrative, and IT teams
- Collaborating internally to be the voice of the customer across sales, expansion, services, marketing, finance, and operations teams
- Working closely with the Expansion Sales team to identify, qualify, and pass on expansion leads
- Facilitating product demonstrations and module implementations with senior client stakeholders including C-Suite and Directors
- Building and maintaining strong direct relationships with key client stakeholders
- Identifying and pursuing client advocacy initiatives
- Managing renewal of existing business and negotiating larger deals
Diligent is an AI-driven leader in GRC SaaS, serving over 1 million users and 700,000 board members globally. The company is headquartered in New York with offices across Washington D.C., London, Galway, Budapest, Vancouver, Bengaluru, Munich, Singapore, and Sydney. The organization emphasizes innovation, diversity, flexible work environments, comprehensive benefits, and a commitment to making a positive global impact.
Requirements:
- Up to 3 years of experience required
- Some experience in enterprise-level account management, preferably in SaaS
- Experience with sales CRM applications such as Salesforce
- Excellent communication and presentation skills with ability to manage multiple stakeholders
- Strong problem-solving ability with natural curiosity about client business needs
- High level of resilience and positive attitude when faced with adversity
- Passionate about technology with a solution-centric mindset
- Fluency in additional languages beyond English is desirable
