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.
