Customer Success Manager I – SaaS GRC Platform

About the role

Diligent is looking for a Customer Success Manager I to join its growing Customer Success team. You will own a portfolio of key accounts across France, Belgium and Luxembourg, driving product adoption, retention and long‑term value on the Diligent GRC platform. The role is hybrid, requiring 50 % onsite work in the Netherlands.

Key responsibilities

• Manage a portfolio of client accounts as the primary day‑to‑day contact.
• Conduct regular strategic review meetings to discuss usage, goals and satisfaction.
• Monitor product adoption data, identify risks or growth opportunities and drive engagement.
• Proactively engage customers to ensure value realization and mitigate retention risks.
• Drive renewals and demonstrate ROI while identifying upsell and expansion opportunities.
• Coordinate with internal teams (implementation, support, product, sales) to resolve issues and improve the customer experience.
• Act as the voice of the customer, sharing feedback to influence product and service improvements.

Required profile

• 1‑3 years of experience in a client‑facing role managing accounts.
• Fluency in English (written and verbal) and willingness to travel to client sites.
• Strong communication, presentation and problem‑solving abilities.
• Resilient, positive attitude and curiosity about technology and AI.

Required skills

• Experience with Salesforce or similar sales CRM applications.
• Proficiency in Microsoft Excel (part of the Office suite).

What we offer

• Flexible hybrid work environment with 50 % onsite presence.
• Comprehensive health benefits, generous time‑off policy and wellness programs.
• Global collaboration across offices in New York, London, Singapore and more.
• Commitment to diversity, inclusion and continuous learning.