Position Overview

As a Senior Customer Success Manager, you are a strategic partner to our customers and a key driver of long-term value realization. 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 professionalization of our Customer Experience (CX) organization.

Key Responsibilities

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
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.
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.
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.
Systematically collect and synthesize customer insights to influence product roadmap and process optimization.
Contribute to internal playbooks, best practices, and scalability initiatives within the CX organization.
Mentor junior CSMs and elevate team capability where relevant.

Required Qualifications/Skills

7+ years of experience in Customer Success, Account Management, or a comparable client-facing SaaS role.
Proven experience managing complex enterprise accounts and executive stakeholders.
Strong affinity with or experience in risk management, compliance, governance, or regulated environments.
Demonstrated ability to drive adoption, retention, and expansion in a B2B SaaS environment.
Strategic thinking combined with strong analytical and problem-solving skills.
High level of ownership, accountability, and operational discipline.
Experience collaborating cross-functionally in fast-paced, high-growth environments.
Excellent communication and stakeholder management skills.
Bachelor’s or Master’s degree level or equivalent professional experience.

Pay Range

$99,000—$124,000 CAD

About Us

Diligent is the AI leader in governance, risk and compliance (GRC) SaaS solutions, helping more than 1 million users and 700,000 board members to clarify risk and elevate governance. The Diligent One Platform gives practitioners, the C-Suite and the board a consolidated view of their entire GRC practice so they can more effectively manage risk, build greater resilience and make better decisions, faster.

At Diligent, we're building the future with people who think boldly and move fast. Whether you're designing systems that leverage large language models or part of a team reimaging workflows with AI, you'll help us unlock entirely new ways of working and thinking. Curiosity is in our DNA, we look for individuals willing to ask the big questions and experiment fearlessly - those who embrace change not as a challenge, but as an opportunity. The future belongs to those who keep learning, and we are building it together. At Diligent, you’re not just building the future - you’re an agent of positive change, joining a global community on a mission to make an impact.

Learn more at diligent.com or follow us on LinkedIn and Facebook

What Diligent Offers You

Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients
We care about our people. Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs to name a few
We have teams all over the world. We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney.
Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding.

Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability – to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place.

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.

_{We are a drug free workplace. Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Diligent's EEO Policy and Know Your Rights. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at recruitment@diligent.com.}

_{To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.}

Senior Customer Success Manager

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