Customer Success Manager

Description

Board Intelligence is a technology and advisory firm that supercharges boards with the science of board effectiveness. We build better businesses and benefit society. Through a suite of AI‑powered software tools, evaluation frameworks, and advisory services that distil twenty years of boardroom experience, we improve the efficiency of board processes and the effectiveness of boards. We work with over 80,000 leaders and 3,000 organisations across the world, with clients across the Fortune 500, FTSE 100, and OMX 30.

In 2024 we received substantial backing from K1 Investment Management – the leading B2B Enterprise SaaS investors. We are at the beginning of significant growth, and we’re looking for superb talent to join us on this journey. As we grow, we’re fiercely protective of our culture and values. Many of us, including our founders, have families and other priorities, so we know the value of a supportive company.

The team is diverse and friendly. We value fun: most days you’ll find a social event or learning opportunity to get involved with, including company socials, away days, and philanthropic activities.

We unleash the potential of organisations through the science of board effectiveness, building better businesses and benefiting society.

The Customer Success team is responsible for efficiently driving an exceptional experience for all our customers. We partner with our clients to ensure strong adoption and value realisation across their organisations. We’re looking for a Customer Success Manager to join our thriving Customer Success team at Board Intelligence. You’ll be responsible for a portfolio of our exciting Mid‑Market clients, managing the full customer renewal lifecycle.

This role is perfect for someone who thrives on building client relationships, driving product adoption, and ensuring customers achieve measurable value from our platform across a significant number of clients. You’ll work closely with senior executives and decision‑makers, acting as the voice of the customer internally while championing our solutions externally. As we continue to scale our SaaS business, this role will be instrumental in maintaining our exceptional retention rates and positioning Customer Success as a revenue‑driving engine, that delivers measurable business outcomes for our Mid‑Market customers.

• Own and manage a portfolio of Mid‑Market accounts, serving as the key contact for the client, and acting as a trusted partner to c‑suite executives and board‑level contacts
• Own the renewal process and take responsibility for GRR (Gross Revenue Retention) targets, proactively managing renewals and mitigating churn risks through health score monitoring and timely interventions
• Manage a larger portfolio effectively by prioritising where to focus effort – knowing when to mitigate risk, when to maintain steady engagement, and when to pursue growth opportunities in collaboration with Sales and Growth teams
• Drive strong product adoption and engagement across all customer touchpoints, maintaining healthy customers through proactive relationship management, regular check‑ins, and delivering a consistently high‑quality customer experience
• Act as a growth partner by uncovering expansion opportunities through account knowledge and usage insights, generating high‑quality CSQLs and working closely with Sales to position additional solutions that align with customer strategic objectives
• Maintain strong client knowledge and alignment through regular touchpoints including business reviews, strategic calls, and proactive engagement, leveraging customer success tools and data insights to stay connected to evolving client needs and priorities

• Demonstrable experience in Customer Success or Account Management in a B2B SaaS environment, with proven track record managing a significant portfolio of accounts and achieving high retention rates (90%+ GRR)
• Proven experience owning the renewal process and successfully negotiating contract renewals with senior leaders

• Strong understanding of SaaS business models and…