Customer Success Manager - Perth

 

Position Overview:  

The Customer Success Manager 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 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 providin