Customer Success Manager - NSW

Position Overview:

The Customer Success Manager I oversees a portfolio of accounts and ensures an amazing customer experience, as measured by NPS, gross revenue retention, upsell/cross-sell referrals, meaningful customer engagement and adoption via product usage indicators.

As the key contact point for the customer relationship on Diligent products. The CSM I 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

• Build and maintain strong direct client relationships with key stakeholders & retain those relationships via meaningful and consistent engagement with the key stakeholders at the customer. This entails setting up and running operational meetings as well as periodic formalised business review meetings to align intended outcomes with the customer journey.
• Owning and managing the commercial and contractual customer renewal process;
• Grow your 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; Collaborate with the Sales team in a mutually beneficial account management model by spotting, qualifying and passing on expansion leads 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.
• Facilitation alongside the Implementation team of Diligent's products and modules with senior stakeholders to the client including C-Suite and Directors.
• Seek out client advocacy related initiatives

Required Experience/Skills

• Build and maintain strong direct client relationships with key stakeholders & retain those relationships.
• Experience with managing a large portfolio of demanding corporate customers
• 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

Please note applications close the 26th June 2026 and we will be in touch post that!