Customer Success Manager
Guadalajara, Jalisco, Mexico Hybrid
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About the role
The Customer Success Manager I oversees a portfolio of accounts and ensures an amazing customer experience, as measured by NPS, net revenue retention, referrals and 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. Headquartered in New York, Diligent has offices in Washington D.C., London, Galway, Budapest, Vancouver, Bengaluru, Munich, Singapore and Sydney. To foster strong collaboration and connection, this role will follow a hybrid work model. If you are within a commuting distance to one of our Diligent office locations, you will be expected to work onsite at least 50% of the time. We believe that in-person engagement helps drive innovation, teamwork, and a strong sense of community.
What you'll bring
- 3-5 years of experience required.
- Some experience in enterprise level account management.
- 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.
- Fluency in additional languages to English are desirable.
- preferably in SaaS