Customer Success Manager

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 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.

We're looking for an experienced Customer Success professional who has managed a substantial portfolio of B2B SaaS accounts and delivered strong retention results. You'll bring confidence negotiating renewals with senior stakeholders and a track record of turning usage data into action, spotting risk early and growth opportunities as they arise. You combine relationship building with commercial rigour, and you're 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 a proven track record of 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, PCR, CSQLs and customer health scoring.
• Experience with maximising customer success platforms (such as Planhat) and digital engagement tools (Pendo or similar), with the ability to quickly become a product expert.

• Strong analytical skills with the 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 the 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.

• 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.

• You manage your portfolio with judgement, knowing which accounts need urgent attention and which need a light touch, rather than treating every client the same.
• You understand your clients well enough to see risk before it shows up in a health score, and you act on it.
• You connect adoption and engagement work to commercial outcomes, GRR and expansion, and can explain that link clearly to Sales, Product or leadership.
• You negotiate renewals with confidence, holding your ground with senior stakeholders while keeping the relationship intact.
• You leave every client conversation with a clearer picture of what they actually need, not just what they said in the meeting.

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

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.