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About the Role

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.

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

Requirements

Experienced Customer Success professional who has managed a substantial portfolio of B2B SaaS accounts and delivered strong retention results.
Confidence negotiating renewals with senior stakeholders.
Track record of turning usage data into action, spotting risk early and growth opportunities as they arise.
Combines relationship building with commercial rigour.
Comfortable holding both the numbers and the client relationship at once.
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 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
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
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 team
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

Skills

Customer Success
Account Management
B2B SaaS
Negotiation
Data Analysis
Relationship Building
Commercial Acumen
SaaS Business Models
Customer Success Metrics (GRR, PINCs, CSQLs, customer health scoring)
Customer Success Platforms (Planhat)
Digital Engagement Tools (Pendo)
Analytical Thinking
Communication Skills
Time Management
Customer-Centricity
Teamwork
Governance
Legal Tech
Board Management

Location

Remote

Work Type

Full-time

Experience Level

Experienced

Benefits

Pension scheme
Personal performance bonus
26 days holiday each calendar year
Bupa health & dental cover
Group life assurance
EAP
Cycle to work scheme

About the Company

Board Intelligence is a technology and advisory firm on a mission to make boards more effective, and through them, build better businesses and benefit society.
Over twenty years we have established ourselves as the market leader in governance and board effectiveness, trusted by more than 80,000 directors, executives, and governance professionals globally, including across the Fortune 500, FTSE 100, and OMX 30.
We have invested in applied AI since 2020, well ahead of the market, and that early conviction has paid off. Our AI-powered platform and smart board advisor give us a competitive advantage that is widening, not narrowing.
In 2024, K1 Investment Management, the leading B2B Enterprise SaaS investor, backed us to accelerate that position further.
We are now growing fast, with a proven commercial model spanning both mid-market and enterprise, and a product suite that has become a necessary addition in high-stakes board environments.
The people joining us now will shape how we scale. We are deliberate about how we do that. Our founders and leadership team are deeply invested in keeping the culture that got us here: thoughtful, high calibre, and genuinely human. Ambition and balance are not in competition at Board Intelligence.
If you want to work at the intersection of AI and governance, on problems that matter at the highest level, this is a strong place to be.
Our Mission: We unleash the potential of organisations through the science of board effectiveness, building better businesses and benefitting society.

Equal Opportunity

Board Intelligence is committed to building a team that reflects the breadth of experience, background and perspective needed to do this work well. We welcome applications from candidates of all backgrounds and do not discriminate on the basis of age, disability, ethnicity, gender, religion, sexual orientation or any other protected characteristic.
If you need any reasonable adjustments at any stage of the process, please let us know and we will accommodate them.