Customer Success Manager

3 weeks ago


London, United Kingdom Wegalvanize Full time

Position Overview

The Customer Success Manager (CSM) oversees a portfolio of accounts and ensure s an amazing customer experience, as measured by NPS, net revenue retention, referrals and product usage indicators. As the key contact point for the customer relationship on Diligent products , t he C SM 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;
  • Increase overall client satisfaction with Diligent measured through Net Promoter Score;
  • 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 heavily intertwined with the Expansion Sales team in spotting, qualifying and passing on expansion leads
  • Facilitation alongside the Implementation team of the core Boards product and modules with senior stakeholders to the client including C-Suite and Directors.
  • Build and maintain strong direct client relationships with key stakeholders & retain those relationships.
  • Seek out client advocacy related initiatives

Required Experience/Skills:

  • Fluency in French and English (written and spoken) are essential for this role. You will be responsible for managing relationships with French and English speaking customers.
  • Build and maintain strong direct client relationships with key stakeholders & retain those relationships.
  • Seek out client advocacy related initiatives
  • Some experience in enterprise level account management (preferably in SAAS) is desirable
  • Some experience in sales CRM applications such as Salesforce
  • Excellent communication and presentation skills, with the ability to manage multiple stakeholders
  • Strong problem-solving ability, with a natural curiosity around the client’s business needs
  • High level of resilience and a positive attitude when faced with adversity
  • Passionate about technology with a solution-centric mindset
  • Occasional will be required with this role
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