Customer Success Manager

Description:

As a Customer Success Manager at 3rdRisk, you're the person who turns a new customer into a confident, successful one. You own onboarding from kickoff to go-live — guiding organizations through implementation and configuration until they're getting real value from the platform — and you stay with them afterwards as their trusted point of contact, running the relationship through regular check-ins and Quarterly Business Reviews.

Based out of Diligent's Vancouver office, you'll serve 3rdRisk customers across North America as part of a Customer Success team that's still taking shape: four CSMs split across Vancouver and Amsterdam, working closely as one team across both hubs. That early stage is the opportunity. Alongside the customer work, you'll help build the function itself — turning what works into repeatable playbooks, templates, and processes, and helping align how 3rdRisk operates as it integrates with Diligent. You'll have real ownership from day one and a direct hand in shaping how the team works as it grows.

It's a role for someone who genuinely enjoys the customer relationship, likes creating structure where there isn't any yet, and wants to grow their Customer Success career somewhere their work has visible impact.

What You'll Do

• Own customer onboarding end to end — from kickoff through configuration to go-live — so every new customer reaches value quickly and confidently.
• Build and continuously improve the onboarding experience, capturing what works in playbooks, templates, and documentation the whole team can use.
• Run the ongoing relationship with your customers: proactive check-ins, Quarterly Business Reviews, and the day-to-day partnership that drives adoption, satisfaction, and retention.
• Be the trusted point of contact your customers rely on, and step in on more complex situations — coordinating with product, support, and engineering to get to a resolution.
• Help build 3rdRisk's Customer Success function: shaping process, tooling, and reporting, and helping bring 3rdRisk's approach together with Diligent's.
• Work closely with your Amsterdam-based colleagues to deliver one consistent, high-quality experience across our North American customer base and beyond.

What You'll Bring

• Experience in a customer-facing role — Customer Success, onboarding, implementation, account management, or similar — and a real appetite to grow in Customer Success.
• Strong communication and relationship skills; you're comfortable leading onboarding sessions and QBRs and being the face of the company to your customers.
• A self-starting, process-minded approach — you like building structure, documenting it, and making it repeatable.
• Comfort working in a small, evolving team and collaborating across time zones with international colleagues.
• An interest in third-party risk, GRC, compliance, or SaaS. Curiosity about the space matters more than deep expertise on day one.