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Diligent is seeking an experienced Senior Client Success Advisor (GRC/ERM) to join the Customer Success team, partnering with key accounts across Australia and New Zealand to drive adoption, retention, and long-term customer value across the GRC platform.
You will work at the heart of the retention strategy, partnering closely with clients to unlock value, strengthen engagement, and ensure they succeed in managing governance, risk, and compliance. The role focuses on enabling real outcomes through the intersection of people, process, and technology.
Key responsibilities include:
- Partner with key clients across Australia & New Zealand to understand platform usage, identify gaps, and drive greater adoption and value
- Act as a trusted advisor, delivering best-practice guidance to help customers improve risk, audit, and compliance outcomes
- Build and maintain structured account plans, proactively tracking engagement, usage trends, and customer health
- Identify at-risk accounts early (low usage, disengagement, operational challenges) and take targeted action to re-engage
- Collaborate with Sales, Product, and Support teams to resolve issues, influence enhancements, and support expansion opportunities
- Manage a portfolio of accounts, prioritizing activity based on customer need, urgency, and impact
- Orchestrate seamless handovers through the customer journey from presales through professional services and customer success
- Conduct in-depth assessments of clients' GRC requirements, objectives, and challenges to recommend tailored solutions
- Monitor industry trends, regulatory developments, and emerging best practices in GRC to proactively share insights with clients
Required qualifications:
- 10 years' experience in client-facing roles within legal, audit, risk, or compliance industries, including 5 years in a client engagement role supporting clients across Australia and New Zealand
- Experience in the GRC (Governance, Risk, and Compliance) field
- Understanding of GRC domain, regulations, industry standards, and experience with software solutions and platforms
- Strong experience implementing or leading implementation teams for risk, audit, or analytics solutions
- Excellent communication and interpersonal skills; ability to engage with stakeholders at all levels and translate technical concepts into business terms
- Willingness to travel to client sites
Desirable qualifications include familiarity with GRC competitor technologies, strong analytical skills with data analytics tools, APAC region client engagement experience, and professional certifications (CPA, CA, CIA, CMA, ISO).
