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Diligent is seeking a Customer Success Manager based in Perth to oversee a portfolio of accounts and drive customer satisfaction, retention, and expansion. You will be the primary point of contact for key customer relationships, responsible for ensuring an exceptional customer experience as measured by NPS, gross revenue retention, upsell/cross-sell referrals, and product adoption metrics.
Key Responsibilities:
- Build and maintain strong relationships with key customer stakeholders through consistent, meaningful engagement, including operational meetings and formal business reviews to align outcomes with the customer journey
- Own and manage the commercial and contractual customer renewal process
- Grow your customer accounts by proactively identifying needs, recommending additional products and services, and delivering excellent customer experience; collaborate with the Sales team to identify, qualify, and pass expansion opportunities
- Increase overall client satisfaction measured through Net Promoter Score
- Provide seamless, best-in-class customer experience across all lifecycle phases by coordinating with implementation, project, administrative, IT, and application user teams
- Serve as the voice of the customer internally, collaborating across sales, expansion, services, marketing, finance, customer transactions, and operations teams
- Facilitate product implementation and module adoption with senior customer stakeholders, including C-Suite and Directors
- Identify and pursue client advocacy initiatives
About Diligent:
Diligent is the AI leader in governance, risk and compliance (GRC) SaaS solutions, serving over 1 million users and 700,000 board members. The Diligent One Platform provides a consolidated view of GRC practices, enabling organizations to manage risk, build resilience, and make faster decisions. Headquartered in New York with offices globally including Sydney, the company is committed to innovation, diversity, and creating positive impact.
Work Environment:
This role follows a hybrid work model with an expectation to work onsite at least 50% of the time at the Sydney office location (Perth candidates would coordinate with the nearest office hub). Diligent offers a flexible work environment, comprehensive health benefits, meeting-free days, generous time off, and wellness programs.
Requirements:
- Ability to build and maintain strong direct client relationships with key stakeholders
- Experience managing a portfolio of corporate customers
- Some experience in enterprise-level account management (preferably in SaaS) is desirable but not essential
- Familiarity with sales CRM applications such as Salesforce is useful
- 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 facing adversity
- Passionate about technology with a solution-centric mindset
