Customer Success Manager I

Here’s a summary of the role:  

Diligent is seeking a Customer Success Manager I to join our growing Customer Success team, partnering with a portfolio of key accounts to drive product adoption, retention, and long-term customer value across our GRC platform.

This is a role for someone who thrives on building strong relationships and delivering measurable impact, with a hands-on approach to customer engagement.

At Diligent, our Customer Success Managers are at the heart of how our clients realise value from our platform. You’ll own a portfolio of accounts, build trusted relationships, and play a key role in shaping customer outcomes across France, Belgium, and Luxembourg. If you’re passionate about helping customers succeed, thrive on collaboration, and enjoy turning insight into action, this is your opportunity to make a measurable difference in a fast-growing global SaaS company.

This role operates on a hybrid model, with 50% office-based work required. This role is open to candidates based in Netherlands.

Regrettably we are unable to provide visa sponsorship, so you must be eligible to work in the location you reside.

Here’s a breakdown of what you’ll do (not all of it, just the important stuff):

• Managing a portfolio of client accounts, acting as the main point of contact for day-to-day coordination
• Running regular strategic review meetings with clients to discuss usage, goals, strategy and overall satisfaction
• Monitoring product adoption and usage data to identify risks or growth opportunities and drive client engagement
• Increase overall client health and satisfaction with Diligent 
• Proactively engaging with customers to drive success and value realisation, identifying retention risks, and developing mitigation strategies
• Reaching out to clients to drive engagement and ensure they’re getting value from the platform
• Driving renewals by maintaining strong relationships and demonstrating ROI
• Identifying and qualifying upsell and expansion opportunities, working closely with Sales to ensure they are effectively progressed
• Coordinating with internal teams (implementation, support, product, sales) to resolve issues and improve the customer experience
• Acting as the “voice of the customer” internally, sharing feedback to improve products and services
• Handling any challenges or escalations, ensuring issues are resolved quickly and professionally

These are the essentials you’ll need to get an interview:

• 1-3 years of experience in a client facing role managing accounts
• Some experience in sales CRM applications such as Salesforce
• Experience with the Microsoft Office suite, particularly Excel
• Fluency in English (written and verbal) is required
• Willingness to travel to client sites

Behavioural Skills:

• Build and maintain strong direct client relationships with key stakeholders & retain those relationships
• Excellent communication and presentation skills, with the ability to manage multiple stakeholders
• High level of resilience and a positive attitude when faced with adversity
• Demonstrates curiosity about technology and AI, with a solutions-focused approach
• Strong problem-solving ability, with a natural curiosity around the client’s business needs

It would be great if you had these to, but we’ll support you if you don’t:

• Prior experience in SaaS or GRC is advantageous
• Understanding of GRC domain, regulations, industry standards, as well as experience with software solutions and platforms

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