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About the Role
Board Intelligence is seeking a Senior Customer Success Manager to manage a portfolio of key Enterprise clients, focusing on driving adoption, value realization, and client relationships to maintain exceptional retention rates and position Customer Success as a revenue-driving engine.
Responsibilities
- Own and manage a portfolio of Enterprise accounts, serving as the key contact and trusted advisor to c-suite executives and board-level contacts.
- Own the renewal process and take responsibility for GRR targets, proactively managing renewals and mitigating churn risks.
- Drive product adoption and engagement through proactive relationship management and strategic check-ins.
- Act as a growth partner by uncovering expansion opportunities and generating high-quality CSQLs.
- Conduct strategic account mapping and portfolio prioritization to identify expansion pathways.
- Maintain deep client knowledge and strategic alignment through regular touchpoints and leveraging customer success tools.
- Act as the voice of the customer internally, sharing insights with Product and Go-To-Market teams.
- Collaborate with Marketing to develop customer success stories and knowledge center content.
Requirements
- Demonstrable experience in Customer Success or Account Management in a B2B SaaS environment.
- Proven track record managing Enterprise accounts (£70K+ ARR) 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 customer success metrics.
- Experience with maximizing customer success platforms and digital engagement tools.
- Ability to quickly become a product expert.
- Strong analytical skills with ability to interpret usage data, engagement metrics, and business outcomes.
- Data-driven approach to decision making with experience developing customer success plans.
- 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.
- Collaborative team player who can work cross-functionally with Sales, Product, Support, and Marketing teams.
- Experience in the governance, legal tech, or board management space (Nice to Have).
- Background working with professional services firms, corporate legal departments, or corporate secretaries (Nice to Have).
- Experience in a high-growth SaaS company that has scaled rapidly or been through acquisition (Nice to Have).
Skills
- Customer Success
- Account Management
- B2B SaaS
- Enterprise Account Management
- Renewal Process Management
- Gross Revenue Retention (GRR)
- SaaS Business Models
- Customer Success Metrics
- Customer Health Scoring
- Customer Success Platforms (e.g., Planhat)
- Digital Engagement Tools (e.g., Pendo)
- Analytical Skills
- Data Interpretation
- Customer Success Planning
- Relationship Building
- Communication Skills
- Influencing Skills
- Time Management
- Cross-functional Collaboration
- Governance
- Legal Tech
- Board Management
Location
- Remote
Work Type
- Full-time
Experience Level
- Senior
Benefits
- Private Pension Scheme
- BUPA Health and Dental insurance
- Group life assurance: 4x annual salary
- 26 holiday days per calendar year in addition to Bank Holidays
- Cycle to work scheme
- Employee Assistance Program
- Eyecare and Flu Jab vouchers
About the Company
- Board Intelligence is a technology and advisory firm focused on making boards more effective through AI-powered software tools, evaluation frameworks, and advisory services.
- The company works with over 80,000 leaders and 3,000 organizations globally, including Fortune 500, FTSE 100, and OMX 30 clients.
- Board Intelligence received substantial backing from K1 Investment Management in 2024, marking a new chapter for the business.
- The company emphasizes a culture that is thoughtful, high calibre, and genuinely human, where ambition and balance are prioritized.