Customer Success Manager II

New York, New York, United States; Vancouver, British Columbia, Canada; Washington, District of Columbia, United States Position Overview The Customer Success Manager II is responsible for driving long‑term success and growth across a strategic portfolio of enterprise customers. This role serves as the primary business partner and trusted advisor to senior stakeholders, ensuring an exceptional customer experience, strong net revenue retention, high product adoption, and advocacy. As the key point of contact for Diligent’s solutions, the CSM II leads proactive account management, orchestrates cross‑functional resources, and partners closely with Sales and Services to deliver measurable outcomes and expand our footprint within each account. Key Responsibilities Own a portfolio of enterprise accounts with accountability for renewal, net revenue retention, and expansion, leveraging data and insights to proactively manage risk and opportunity. Drive product adoption and value realization by developing and executing customer success plans aligned to the customer’s strategic objectives and key outcomes. Deliver a best‑in‑class customer experience across all phases of the customer lifecycle, from onboarding through renewal, coordinating with Implementation, Professional Services, Support, Product, and other internal teams. Lead executive‑level engagements, including QBRs/EBRs and strategic reviews with C‑suite, board administrators, and senior directors, to demonstrate ROI, influence adoption, and surface new opportunities. Identify, qualify, and partner on expansion opportunities in close collaboration with the Expansion Sales team, ensuring smooth handoffs, aligned account strategies, and clear growth plans. Facilitate successful onboarding and rollout of Diligent products and modules, working alongside the Implementation team to ensure stakeholder alignment, training, and effective change management. Build and maintain strong, multi‑threaded relationships with key business and technical stakeholders, becoming a trusted advisor who understands their governance, risk, compliance and operational priorities. Act as the voice of the customer internally, providing structured feedback and insights to Product, Marketing, Services and Operations to influence roadmap and process improvements. Monitor account health and usage leveraging dashboards and analytics, intervening early to address risks, drive adoption and reinforce value. Champion customer advocacy, by identifying referenceable customers, case study opportunities, testimonials and participation in user groups or events. Collaborate on process and playbook improvements within the Customer Success organization to drive consistency, scalability and excellence in how we serve enterprise customers. Required Experience & Skills 5+ years of professional experience, including 2‑4+ years in Customer Success, Account Management or a similar client‑facing role within B2B SaaS. Proven experience managing mid‑market and/or enterprise accounts, with comfort engaging senior and executive stakeholders (Director, VP, C‑Suite). Demonstrated track record of meeting or exceeding renewal, retention and expansion targets. Strong experience using CRM tools (preferably Salesforce) to manage accounts, opportunities and customer health activities. Excellent communication and presentation skills, able to translate complex concepts into clear, compelling narratives for multiple stakeholder groups. Strong consultative and problem‑solving skills, with a natural curiosity about the customer’s business, use cases and success metrics. High level of resilience, ownership and accountability, with the ability to navigate ambiguity and manage competing priorities across a large book of business. Passion for technology and a solution‑centric mindset, with the ability to quickly learn new products and articulate their business value. Strong organizational skills and attention to detail, with experience managing multiple customers, projects and deadlines simultaneously. Preferred Qualifications Experience in governance, risk, compliance, legal or adjacent enterprise software environments is a plus. Background working in a matrixed, global organization with cross‑functional partners across time zones. Familiarity with customer success platforms and data‑driven approaches to managing account health and adoption. Pay Range $75,040 - $93,800 USD We are a drug‑free workplace. Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at View email address on click.appcast.io. Diligent is a drug‑free workplace. We do not accept unsolicited agency resumes. The company is not responsible for any fees related to unsolicited resumes. #J-18808-Ljbffr