Customer Success Manager II

Job description

Position Overview: The Customer Success Manager II oversees a portfolio of accounts and ensures an amazing customer experience, net revenue retention, referrals and product usage indicators. As the key contact point for the customer relationship on Diligent products. The CSM II will perform hands-on account management activities as well as collaborate with other team members in coordinating successful customer onboarding, training and ongoing customer relationships to ensure long-term satisfaction. Key Responsibilities: - Renew and grow a set of customer accounts by proactively anticipating needs, recommending additional products and services and providing an excellent customer experience as measured by revenue retention and customer product usage; - Provide a seamless and ‘best in class’ customer experience through all phases of the customer lifecycle - coordinating with the client implementation and project teams, administrative staff, IT Team, and users of the Diligent application/s; - Collaborate internally to be the voice of the customer across other departments, including with the sales, expansion, services, marketing, finance, customer transactions and operations teams. - Be...