Customer Success Manager

Board Intelligence is a technology and advisory firm focused on making boards more effective to build better businesses and benefit society.

We are a market leader in governance and board effectiveness with a global client base that includes Fortune 500, FTSE 100, and OMX 30 companies. Our AI-powered platform and board advisor provide a competitive advantage, with growth supported by a proven commercial model across mid-market and enterprise segments.

The people joining us will help scale while preserving a thoughtful, high-calibre, human culture. Ambition and balance are aligned at Board Intelligence. If you want to work at the intersection of AI and governance on meaningful problems, 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.

The Role

The Customer Success team drives an exceptional experience for all customers. We partner with clients to ensure strong adoption and value realisation across their organisations.

We are looking for a Customer Success Manager to join our thriving Customer Success team. You will be responsible for a portfolio of exciting mid-market clients, managing the full customer renewal lifecycle.

This role suits someone who thrives on building client relationships, driving product adoption, and ensuring customers realise measurable value from our platform across a significant number of clients. You will work closely with senior executives and decision-makers, acting as the voice of the customer internally while championing our solutions externally.

As we scale our SaaS business, this role will help maintain exceptional retention rates and position Customer Success as a revenue-driving engine that delivers measurable business outcomes for 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 be responsible for GRR targets, proactively managing renewals and mitigating churn risks through health score monitoring and timely interventions.
• Manage a larger portfolio by prioritising where to focus effort-knowing when to mitigate risk, maintain steady engagement, and 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 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 with Sales to position additional solutions that align with customer objectives.
• Maintain strong client knowledge through regular touchpoints including business reviews, strategic calls, and proactive engagement, leveraging CS tools and data insights to stay connected to evolving client needs.

What we're looking for

We're seeking an experienced Customer Success professional who has managed a substantial portfolio of B2B SaaS accounts and delivered strong retention results. You should be able to negotiate renewals with senior stakeholders and translate usage data into action, spotting risk early and pursuing growth opportunities as they arise. You combine relationship building with commercial rigour, and you are comfortable handling both numbers and client relationships.

Required Skills and Experience

Customer Success Experience:

• 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.

SaaS and Technical Understanding:

• Strong understanding of SaaS business models and customer success metrics including GRR, PINCs, CSQLs and customer health scoring.
• Experience with maximizing 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 Haves

• Experience in 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.

What good looks like in this role

• Manage your portfolio with judgement, knowing which accounts need urgent attention and which require a light touch.
• Understand clients well enough to see risk before it shows up in a health score, and act on it.
• Connect adoption and engagement work to commercial outcomes, GRR, and expansion, and explain that link clearly to Sales, Product, or leadership.
• Negotiate renewals with confidence, holding your ground with senior stakeholders while preserving the relationship.
• Leave every client conversation with a clearer picture of what they actually need.

Benefits

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

Diversity, equity and inclusion

Board Intelligence is committed to building a team that reflects the breadth of experience 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.