Customer Success Team Lead

About Us Diligent is the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit and ESG. Empowering more than 1 million users and 700,000 board members and leaders with a holistic view of their organization’s GRC practices so they can make better decisions, faster. No matter the challenge. At Diligent, you are an agent of positive change. You are joining a team of passionate, smart, creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place. Be a part of a global community on a mission to make a real impact. Learn more at . About Us:      Diligent is the leading governance, risk, and compliance (GRC) SaaS company, serving 1 million users from over 25,000 organizations around the world. Our software enables holistic and informed conversations about GRC and ESG to ensure CEOs, CFOs and the board have an integrated view of audit, risk, information security, ethics, and compliance from across the organization.   Position Overview:    The Lead Customer Success Manager is a highly commercial minded and motivated individual that coordinates successful end to end customer lifecycle management to ensure long-term satisfaction, accelerated net retention, NPS, product usage and referrals. The Lead Customer Success Manager is a naturally collaborative individual who thrives in a customer focused environment and has had proven success in partnering directly with leaders of large multi-national companies in helping to address their business needs and solve their business challenges using SaaS technologies .   Key Responsibilities    Lead a group of Customer Success Managers (CSM) as a player-coach, ensuring alignment to KPIs, and team and individual performance against key metrics.   Own direct management of a specific book of business.   Achieve seamless project management through all phases of the customer relationship, including managing the users of Diligent’s applications, such as the board of directors and corporate executives.    Remain in regular contact with the customer to evaluate satisfaction and proactively identify upcoming needs, including possible expanded use opportunities for Diligent’s products and services, passing such leads to the expansion sales team.   Provide an excellent customer experience for all accounts by anticipating and resolving customer issues and maintaining customer accounts/systems in a manner that exceeds customer expectations.    Coordinate with technical personnel as needed to meet customer needs, while managing customer expectations to prevent overload or missed deadlines.   Provide customer feedback on solutions to assist in continuous improvement of Diligent products.   Manage multiple clients and products in an organized and meticulous manner.   Assist director or manager with customer success leadership responsibilities when needed.   Assist the team in reporting customer feedback or concerns up to management.   Act as liaison between multiple internal teams (services, sales operations, marketing, and sales).   Assist in coaching, mentoring, and talent development of the broader customer success team.   Required Experience/Skills    Proven track record of leading a customer success team as a Lead CSM.   Alternatively, current status as CSM Level II or Senior CSM with a minimum of 3 years of experience in Senior/Lead role.   Preferable experience in supporting customers in managing their governance practices.   Track record of KPI achievement.     A passion for collaboration and a deep understanding of the technology involved in SaaS.   Excellent project management expertise and experience.   Outstanding communication skills, both written and verbal.   Strong presentation skills, ideally with prior experience working with C-level executives and directors.   Strong technical focus and detailed knowledge of Microsoft Office applications.   Superb personal organizational skills to ensure all customer commitments are met.   Customer focused, with the ability to deliver extremely high levels of customer satisfaction.   Able to perform well in the face of tight deadlines and tough technical and organizational challenges.   What Diligent Offers You   Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients We care about our people.  Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs to name a few We have teams all over the world . We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney. Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding. Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability – to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place.  Headquartered in New York, Diligent has offices in Washington D.C., Baltimore, London, Galway, Budapest, Vancouver, Bengaluru, Munich, and Sydney.  We are a drug free workplace. Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Diligent's and . We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at . To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.