Customer Success Manager (CSM) II, Public Sector

Position Overview

The Customer Success Manager (CSM) II, Public Sector manages a portfolio of accounts and ensures an outstanding customer experience, as measured by NPS, net revenue retention, referrals, and product usage.

The CSM II performs hands-on account management activities and collaborates with cross-functional teams to coordinate successful onboarding, training, adoption, and ongoing customer relationships that drive long-term satisfaction and accelerated net retention growth. The CSM II is the primary day-to-day contact for the customer relationship across Diligent products and specifically engages with Public Sector agencies, accounts, and partners.

Key Responsibilities

• Renew and grow a portfolio of customer accounts by proactively anticipating needs, recommending additional products and services, and providing an excellent customer experience as measured by revenue retention and product usage.
• Increase overall client satisfaction with Diligent, as measured through Net Promoter Score and other feedback mechanisms.
• Provide a seamless, best-in-class customer experience through all phases of the customer lifecycle, including onboarding, training, adoption, and renewal.
• Successfully manage multiple clients and products in an organized and meticulous manner, always keeping projects and tasks moving forward.
• Build and maintain strong direct relationships with key client stakeholders, including senior administrators, C-Suite, and Directors, ensuring consistent engagement and value realization.
• Collaborate internally as the voice of the customer across other departments, including sales, expansion, services, marketing, finance, customer transactions, and operations teams.
• Partner with the Expansion Sales team to spot, qualify, and pass on expansion opportunities.
• Facilitate, alongside the Implementation team, the rollout of the core Boards product and modules with senior client stakeholders, including C-Suite and Directors.
• Seek out client advocacy initiatives, such as references, case studies, testimonials, participation in events, and peer-to-peer networking.

Required Experience/Skills

• 2-5 years of Customer Success, Account Management, or post-sales experience required.
• Public Sector experience required, preferably working with agencies, councils, or other public bodies.
• Experience in SaaS enterprise-level account management.
• Experience in sales CRM applications such as Salesforce.
• Proven ability to build and maintain strong client relationships with multiple stakeholders, including senior decision-makers.
• Excellent communication and presentation skills, with the ability to manage and influence multiple stakeholders.
• Strong problem-solving ability and a natural curiosity about the client's business needs and objectives.
• High level of resilience and a positive attitude when faced with adversity.
• Passionate about technology with a solution-centric mindset.