Customer Success Manager - Perth

Diligent Corporation is seeking a Customer Success Manager to oversee a portfolio of corporate accounts in Perth, Australia. This role is integral to ensuring exceptional customer experiences, focusing on metrics such as Net Promoter Score (NPS), revenue retention, and product adoption. As the primary point of contact for clients using Diligent's governance, risk, and compliance (GRC) solutions, the manager will engage in hands-on account management and collaborate with internal teams to coordinate successful onboarding, training, and ongoing customer relationships.

Key responsibilities include building and maintaining strong client relationships with key stakeholders, managing the commercial and contractual renewal process, and proactively identifying opportunities for account growth by recommending additional products and services. The role also involves collaborating with the Sales team to identify and pass on expansion leads, ensuring overall client satisfaction through high NPS scores, and providing a seamless customer experience throughout all phases of the customer lifecycle. This includes coordinating with client implementation and project teams, administrative staff, IT teams, and users of Diligent applications.

Ideal candidates should possess the ability to build and maintain strong client relationships, experience managing a portfolio of corporate customers, and familiarity with enterprise-level account management, preferably in a SaaS environment. Experience with sales CRM applications such as Salesforce is beneficial. Strong communication and presentation skills, the ability to manage multiple stakeholders, problem-solving abilities, resilience, and a passion for technology with 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 creativity and innovation, encouraging employees to explore new ideas and approaches. With offices worldwide, including Sydney, Diligent emphasizes diversity and inclusion, supporting various Employee Resource Groups and providing resources for team education and dialogue.

Joining Diligent means becoming part of a global community dedicated to empowering leaders with technology, insights, and connections to drive greater impact and accountability. Employees are encouraged to think boldly, move fast, and embrace change as an opportunity for growth. Diligent's mission is to make the world a more sustainable, equitable, and better place through its innovative solutions.