The job, in the employer's words
Position Overview
The Small Business Account Manager is responsible for managing a portfolio of Small Business customer accounts, with a primary focus on customer retention, net dollar retention (NDR), renewals, cross-sell, and upsell. This role owns the end-to-end renewal process for approximately 70–90 customer accounts within the Small Business segment, defined as customers with $0–$100M in annual revenue.
As the primary commercial point of contact for their assigned portfolio, the Small Business Account Manager partners closely with implementation, customer support, and specialist teams to drive customer adoption, maximize value, reduce churn, and identify opportunities for expansion. The ideal candidate is customer-focused, commercially driven, highly organized, and skilled at balancing relationship management with revenue growth.
Key Responsibilities
- Manage a portfolio of approximately 70–90 Small Business customer accounts.
- Own the end-to-end renewal process, including renewal planning, forecasting, customer engagement, negotiation, and contract execution.
- Drive Net Dollar Retention (NDR) by identifying and executing cross-sell and upsell opportunities within the existing customer base.
- Build trusted relationships with key customer stakeholders to understand business objectives, product usage, risks, and growth opportunities.
- Partner with implementation, customer support, and subject matter experts to deliver a seamless customer experience throughout the customer lifecycle.
- Monitor account health, proactively identify churn risks, and develop action plans to improve customer outcomes and retention.
- Conduct regular business reviews focused on customer value, adoption, renewal readiness, and expansion opportunities.
- Maintain accurate account, pipeline, renewal, and forecast data within CRM systems.
- Collaborate cross-functionally to remove customer blockers and ensure timely resolution of issues.
- Meet or exceed renewal, retention, cross-sell, upsell, and revenue performance targets.
Required Experience & Skills
- 2+ years of experience in Account Management, Customer Success, Renewals, or Inside Sales, preferably within a SaaS or subscription-based business.
- Demonstrated success managing a portfolio of customer accounts while achieving retention and revenue growth targets.
- Strong customer-first mindset with the ability to balance customer advocacy and commercial outcomes.
- Experience leading renewal conversations, including pricing discussions, negotiation, and contract execution.
- Proven ability to identify customer needs and uncover expansion opportunities through cross-sell and upsell.
- Excellent collaboration skills with experience working across customer-facing and cross-functional teams.
- Strong communication, organizational, time management, and follow-through skills.
- Comfortable managing multiple priorities in a high-volume, fast-paced environment.
Preferred Qualifications
- Experience managing SMB customers in a high-volume SaaS environment.
- Familiarity with SaaS performance metrics, including Gross Revenue Retention (GRR) and Net Dollar Retention (NDR).
- Experience working in a quota-carrying or target-driven commercial organization.
- Knowledge of customer lifecycle management, renewals, and customer success best practices.
- Experience using CRM platforms such as Salesforce.
Compensation & Benefits
Compensation for this role includes a competitive base salary plus variable compensation tied to renewal, retention, cross-sell, and upsell performance. The role may also be eligible for additional incentive programs based on individual and company performance.
Benefits include medical, dental, and vision coverage, retirement savings programs, paid time off, company holidays, wellness initiatives, and other employee support programs, in accordance with company policies and local eligibility requirements.
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.
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 US EEOC’s Know Your Rights. We are a drug free workplace.
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 recruitment@diligent.com.
Benefits mentioned
- Compensation for this role includes a competitive base salary plus variable compensation tied to renewal, retention, cross-sell, and upsell performance. The role may also be eligible for additional incentive programs based on individual and company performance.
- Benefits include medical, dental, and vision coverage, retirement savings programs, paid time off, company holidays, wellness initiatives, and other employee support programs, in accordance with company policies and local eligibility requirements.
- U.S pay range
- $65,000—$75,000 USD
Requirements mentioned
- 2+ years of experience in Account Management, Customer Success, Renewals, or Inside Sales, preferably within a SaaS or subscription-based business.
- Demonstrated success managing a portfolio of customer accounts while achieving retention and revenue growth targets.
- Strong customer-first mindset with the ability to balance customer advocacy and commercial outcomes.
- Experience leading renewal conversations, including pricing discussions, negotiation, and contract execution.
- Proven ability to identify customer needs and uncover expansion opportunities through cross-sell and upsell.
- Excellent collaboration skills with experience working across customer-facing and cross-functional teams.
- Strong communication, organizational, time management, and follow-through skills.
- Comfortable managing multiple priorities in a high-volume, fast-paced environment.
- Experience managing SMB customers in a high-volume SaaS environment.
- Familiarity with SaaS performance metrics, including Gross Revenue Retention (GRR) and Net Dollar Retention (NDR).
- Experience working in a quota-carrying or target-driven commercial organization.
- Knowledge of customer lifecycle management, renewals, and customer success best practices.
- Experience using CRM platforms such as Salesforce.
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