Customer Success Manager II, Public Sector

The Customer Success Manager II, Public Sector at Diligent Corporation is responsible for managing a portfolio of public sector accounts, ensuring an outstanding customer experience. This role involves hands-on account management and collaboration with cross-functional teams to facilitate successful onboarding, training, adoption, and ongoing customer relationships. The CSM II serves as the primary day-to-day contact for public sector agencies, accounts, and partners.

Key responsibilities include renewing and growing customer accounts by proactively anticipating needs, recommending additional products and services, and providing an excellent customer experience measured by revenue retention and product usage. The CSM II is tasked with increasing overall client satisfaction through Net Promoter Score and other feedback mechanisms, providing a seamless customer experience through all phases of the customer lifecycle, and building strong relationships with key client stakeholders, including senior administrators, C-Suite, and Directors.

The ideal candidate will have 2–5 years of experience in Customer Success, Account Management, or post-sales roles, with a preference for those who have worked with public sector agencies, councils, or other public bodies. Experience in SaaS enterprise-level account management and proficiency in sales CRM applications such as Salesforce are required. Strong communication and presentation skills, the ability to manage and influence multiple stakeholders, and a solution-centric mindset are essential.

Diligent offers a flexible work environment, comprehensive health benefits, generous time off policies, and wellness programs. The company fosters a culture of innovation and collaboration, with a commitment to diversity and inclusion through Employee Resource Groups and access to educational resources. Employees have opportunities for growth and development within a global organization dedicated to making a positive impact.