Customer Success Manager II

Position Overview

In today’s interconnected world, no organization operates in isolation. Companies often depend on other organizations for products, services, or support. This can range from sourcing components from a supplier to using software provided by a technology company.

Third parties are all external entities with whom you conduct business or maintain a formal relationship. However, when we rely on these third parties, risks arise. What if they fail to deliver what you need, or if they experience a security issue with their software? These challenges can impact any organization. That’s where Third Party Risk Management (TPRM) comes in. It focuses on understanding these risks and taking appropriate measures to mitigate them.

As a Customer Success Manager II, you are a strategic partner to our customers and a key driver of long-term value realisation. You operate at both operational and executive levels, ensuring our platform delivers measurable impact aligned with our clients’ risk and compliance objectives. You take ownership of complex customer environments, drive adoption, mitigate churn risk, and actively contribute to the continuous professionalisation of our Customer Experience (CX) organisation.

Key Responsibilities  

Relationship management: 

• Build and maintain executive-level relationships with key stakeholders.
• Act as a trusted advisor on TPRM strategy, governance, and best practices.
• Drive account growth through value realization, expansion opportunities, and customer advocacy.

Implementation and onboarding

• Lead complex implementations and onboarding trajects, ensuring structured project governance and timely delivery.
• Define success plans, KPIs, and measurable outcomes with customers.
• Proactively identify risks in adoption and intervene with data-driven strategies.

Customer Enablement & Advisory

• Deliver advanced training sessions and workshops tailored to customer maturity levels.
• Provide guidance on optimizing workflows, compliance frameworks, and reporting structures within the platform.
• Translate regulatory and operational requirements into scalable platform configurations.

Escalation & Risk Management

• Manage escalations with professionalism and urgency, coordinating cross-functional teams (Development, Product, Sales, Operations).
• Conduct structured root-cause analyses and ensure sustainable resolution of issues.

Voice of the Customer & Continuous Improvement

• • Systematically collect and synthesize customer insights to influence product roadmap and process optimisation.
  • Contribute to internal playbooks, best practices, and scalability initiatives within the CX organisation.

Required experience and skills:

• 5+ years working experience, with 2-4 years of customer success experience required. 
• Fluency in English and a good understanding of Dutch or another European language are desirable  
• Build and maintain strong direct client relationships with key stakeholders & retain those relationships.  
• Some experience in mid-market to enterprise level account management (preferably in SAAS) is desirable  
• 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

What 3rdRisk, a Diligent brand Offers You:

• A challenging role in a fast-growing SaaS company where you can truly make an impact
• Competitive salary and bonus
• Employer-funded pension plan
• 25 paid holidays
• 2 weeks of remote work per year
• An enthusiastic team with ambitious goals. Together we achieve great things and have a lot of fun doing so. 
• An inspiring office on the 13th floor of The Social Hub in Amsterdam (including gym, restaurant, and vibrant community events)