Senior Customer Success Manager, Public Sector

Position Overview The Senior Customer Success Manager (CSM), Public Sector is a highly motivated and commercially minded individual responsible for end-to-end customer lifecycle management that drives long-term satisfaction, net revenue retention, NPS, product usage, and referrals. The Senior CSM is a naturally collaborative leader who thrives in a customer-focused environment and has a proven track record partnering directly with executives at large organizations to solve complex governance challenges using Diligent’s product offerings. This role specifically engages with Public Sector agencies, accounts, and partners. Key Responsibilities Renew and grow a portfolio of Public Sector customer accounts by proactively anticipating needs, recommending additional products and services, and delivering an excellent customer experience as measured by net revenue retention and product usage. Serve as a strategic advisor to senior public sector stakeholders (Board Directors, Corporate Executives, and senior officials), deeply understanding their governance, risk, and compliance priorities and mapping Diligent solutions to those outcomes. Provide seamless project and relationship management through all phases of the customer lifecycle, from onboarding to renewal, ensuring successful adoption of Diligent applications and modules. Maintain regular, proactive engagement with customers to evaluate satisfaction, surface risks early, and identify opportunities to expand the use of Diligent products and services to be passed to the Expansion Sales team. Deliver a best-in-class customer experience by anticipating and resolving issues quickly and maintaining customer accounts/systems in a way that consistently exceeds expectations. Coordinate with technical and services personnel as needed to meet customer requirements, while effectively managing expectations to prevent overload or missed deadlines. Act as a voice of the customer, providing structured feedback on products and services to support continuous improvement of Diligent offerings. Successfully manage multiple complex clients and products in an organized and meticulous manner, always keeping projects, tasks, and stakeholder communications moving forward. Act as a liaison across internal teams (services, revenue & sales operations, marketing, expansion, and sales) to ensure alignment on customer objectives and execution. Mentor and support CSMs, sharing best practices for managing Public Sector accounts. Required Experience/Skills 5-7 years of Customer Success, Account Management, or post-sales experience required. Public Sector experience required, ideally working with large agencies or complex, multi-stakeholder environments. Experience in SaaS enterprise-level account management with a track record of over-achieving retention and/or expansion targets. Experience using sales CRM applications such as Salesforce. A passion for collaboration and a strong understanding of the technology involved in SaaS. Excellent project management expertise and experience, including managing multiple concurrent workstreams. Outstanding communication skills, both written and verbal. Strong presentation skills and experience working directly with C-level executives, Board Directors, and senior public sector stakeholders. Strong technical aptitude and working knowledge of Microsoft Office applications. Superb personal organizational skills to ensure all client commitments are met. Highly customer focused, able to deliver extremely high levels of customer satisfaction. Able to perform well under tight deadlines and in the face of tough technical and organizational challenges. Strong commercial acumen — able to see, articulate, and build on the potential for client growth. U.S pay range $99,000 — $124,000 USD 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 [email protected] . 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.

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