Senior Customer Success Manager, Public Sector

Job description

Position Overview The Senior Customer Success Manager (CSM), Public Sector is a highly motivated and commercially minded individual responsible for end-to-end customer lifecycle management that drives long-term satisfaction, net revenue retention, NPS, product usage, and referrals. The Senior CSM is a naturally collaborative leader who thrives in a customer-focused environment and has a proven track record partnering directly with executives at large organizations to solve complex governance challenges using Diligent’s product offerings. This role specifically engages with Public Sector agencies, accounts, and partners. Key Responsibilities: - Renew and grow a portfolio of Public Sector customer accounts by proactively anticipating needs, recommending additional products and services, and delivering an excellent customer experience as measured by net revenue retention and product usage. - Serve as a strategic advisor to senior public sector stakeholders (Board Directors, Corporate Executives, and senior officials), deeply understanding their governance, risk, and compliance priorities and mapping Diligent solutions to those outcomes. - Provide seamless project and relationship mana...