Customer Success Manager

Role Overview

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 realization across their organizations.

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.

Main Responsibilities

• 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 prioritizing 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

Required Skills and Experience

Customer Success Experience:

• 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.

SaaS and Technical Understanding:

• Strong understanding of SaaS business models and customer success metrics including GRR, PINCs, CSQLs and customer health scoring
• Experience with maximising customer success platforms (such as Planhat) and digital engagement tools (Pendo or similar), with ability to quickly become a product expert

Strategic and Analytical Thinking:

• Strong analytical skills with ability to interpret usage data, engagement metrics, and business outcomes to proactively identify risks and opportunities
• Data-driven approach to decision making with experience developing customer success plans and tracking progress against success criteria

Essential Soft Skills

• Exceptional relationship-building and communication skills, with ability to influence and build trust with senior executives
• Proactive and self-motivated with excellent time management to manage multiple accounts simultaneously
• Customer-centric approach with genuine passion for helping customers succeed and creating moments of surprise and delight
• Collaborative team player who can work cross-functionally with Sales, Product, Support, and Marketing teams

Nice to Have

• Experience in the governance, legal tech, or board management space
• Background working with professional services firms, corporate legal departments, or corporate secretaries
• Experience in a high-growth SaaS company that has scaled rapidly or been through acquisition

Benefits

• Private Pension Scheme
• BUPA Health and Dental insurance (including access to the My BUPA app)
• Group life assurance: 4x annual salary
• 26 holiday days per calendar year in addition to Bank Holidays
• Cycle to work scheme
• Employee Assistance Program including Bereavement and Probate Helpline
• AIG Smart Health virtual GP app/wellness platform for employees and dependants, including partner/spouse
• Eyecare and Flu Jab vouchers