Customer Success Program Manager

Job Description

Diligent is seeking a Customer Success Program Manager to support the planning and execution of strategic programs that drive customer engagement, retention, and growth across Diligent’s global Customer Success organization. This role involves close collaboration with CS Enablement, CS leadership, and cross-functional teams to roll out high-impact initiatives, training, and content that help customer-facing teams deliver value at scale. This is an individual contributor role reporting into the CS Enablement or GTM Readiness function.

The role involves:

• Coordinating and helping execute Customer Success programs focused on onboarding, adoption, renewal, and expansion.
• Supporting the development and maintenance of enablement assets, customer journey playbooks, and best practice guides.
• Managing logistics and communications for CS training sessions, webinars, and workshops.
• Ensuring that program deliverables are completed on time, within scope, and aligned to business needs.
• Partnering with Enablement, Product Marketing, Sales, and Strategy teams to gather inputs and ensure consistent messaging across CS initiatives.
• Supporting the roll-out of tools, content, and processes by serving as a key operational liaison between CS and GTM teams.
• Contributing to feedback loops by capturing frontline insights and helping refine programs based on user input.
• Tracking participation and engagement in programs; assisting in measuring impact and success metrics.
• Maintaining dashboards, training records, or documentation libraries that support program visibility and adoption.
• Identifying opportunities to streamline or improve program effectiveness based on data or feedback.

Requirements:

• 2–4 years of experience in Customer Success, Enablement, Program Management, or a related GTM role, preferably in a SaaS or tech environment.
• Strong project coordination and communication skills with high attention to detail.
• Comfortable managing multiple workstreams and stakeholders in a fast-paced environment.
• High energy, thrives in a fast-moving SaaS business, and loves tackling new challenges with curiosity and a solution-oriented mindset.
• Self-starter with a collaborative approach and a passion for helping teams succeed.
• Proficiency with productivity tools (e.g., PowerPoint, Excel, Confluence, Salesforce, LMS platforms).

Diligent offers:

• A flexible work environment.
• Comprehensive health benefits.
• Generous time off policy and wellness programs.