Customer Success Manager II, Public Sector

Job description

Position Overview The Customer Success Manager (CSM) II, Public Sector manages a portfolio of accounts and ensures an outstanding customer experience, as measured by NPS, net revenue retention, referrals, and product usage. The CSM II performs hands-on account management activities and collaborates with cross-functional teams to coordinate successful onboarding, training, adoption, and ongoing customer relationships that drive long-term satisfaction and accelerated net retention growth. The CSM II is the primary day-to-day contact for the customer relationship across Diligent products and specifically engages with Public Sector agencies, accounts, and partners. Key Responsibilities: - Renew and grow a portfolio of customer accounts by proactively anticipating needs, recommending additional products and services, and providing an excellent customer experience as measured by revenue retention and product usage. - Increase overall client satisfaction with Diligent, as measured through Net Promoter Score and other feedback mechanisms. - Provide a seamless, best-in-class customer experience through all phases of the customer lifecycle, including onboarding, training, adoption, and renew...