About the role
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.
About 3rdRisk
3rdRisk is an AI-native third-party risk management (TPRM) platform, and a Diligent brand. Built by risk professionals, 3rdRisk helps organizations automate and scale how they identify, assess, and monitor supplier and third-party risk — from onboarding through ongoing oversight — with real-time insights, better control, and faster compliance across frameworks such as DORA and NIS-2. We work with customers worldwide across industries including retail, financial services, and technology.
3rdRisk joined Diligent in January 2026 and now operates as a Diligent brand. This role is with 3rdRisk, joining our team as it grows within Diligent.
About Diligent
Diligent is the AI leader in governance, risk and compliance (GRC) SaaS solutions, helping more than 1 million users and 700,000 board members 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 manage risk, build resilience, and make better decisions, faster.
Diligent is headquartered in New York, with office hubs including Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney.
What we offer
- A flexible work environment and a genuine hybrid model.
- Comprehensive health benefits, generous time off, and wellness programs.
- Global days of service and a culture that values curiosity, experimentation, and impact.
- The chance to help build a Customer Success team from an early stage, with real ownership and room to grow.
Working model
To foster collaboration and connection, this role follows a hybrid model. If you're within commuting distance of Diligent's Vancouver office, you'll be expected to work onsite at least 50% of the time. We also ask for some flexibility in working hours to allow for regular coordination with our Amsterdam-based colleagues across time zones. We believe in-person engagement helps drive teamwork, learning, and a strong sense of community.
Equal opportunity
3rdRisk and Diligent are proud to be equal opportunity employers. We are committed to building a diverse and inclusive team and to a hiring process that is accessible to everyone. Employment decisions are made on the basis of qualifications and merit, without regard to any characteristic protected under the British Columbia Human Rights Code or applicable law. We are committed to providing reasonable accommodations throughout the recruitment process — if you need assistance or an accommodation due to a disability, please 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.
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.
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].
At Diligent, we recognize the value of a diverse global workforce. Visa sponsorship may be available for select positions based on business needs and specific role requirements. Sponsorship decisions are evaluated on a case-by-case basis, and eligibility should not be assumed for all opportunities.
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.
Skills Required
- Experience in a customer-facing role (Customer Success, onboarding, implementation, account management, or similar)
- Strong communication and relationship-building skills; comfortable leading onboarding sessions and QBRs
- Self-starting, process-minded approach with experience documenting and creating repeatable playbooks and templates
- Comfort working in a small, evolving team and collaborating across time zones with international colleagues
- Interest or curiosity about third-party risk, GRC, compliance, or SaaS
- Ability to work hybrid from Vancouver office (expected onsite at least 50% if within commuting distance)
Diligent Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Diligent and has not been reviewed or approved by Diligent.
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Healthcare Strength — Healthcare coverage includes comprehensive medical, dental, and vision options. Wellness programs are also highlighted as part of the package.
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Retirement Support — Retirement offerings include a 401(k) with employer match in the U.S. and regional plans internationally. This structure underscores support for long-term savings.
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Leave & Time Off Breadth — Time off is framed as flexible with “unlimited PTO” and periodic recharge weeks in some areas. Parental leave is also promoted within the global package.
Diligent Insights
What We Do
Diligent is the leading GRC SaaS provider, serving nearly 1 million users from 25,000 organizations around the world. Our software enables holistic and informed conversations about governance, risk and compliance and ensures CEOs, CFOs and the board have an integrated view of audit, risk, information security, ethics and compliance from across the organization. Our world-changing idea is to bring technology, insights and confidence to leaders so they can build more effective, equitable, and successful organizations – and create lasting, positive impact on the world. We seek to empower organizations to be better for their stakeholders and communities, for their customers and employees, for their bottom line. Headquartered in New York, Diligent also has offices in Washington D.C., London, Galway, Budapest, Vancouver, Bengaluru, Munich, and Sydney.
