Customer Success Manager II

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