Senior Customer Success Manager in London

Board Intelligence is a technology and advisory firm that supercharges boards with the science of board effectiveness. We build better businesses and benefit society. Through a suite of AI‐powered software tools, evaluation frameworks, and advisory services that distil twenty years of boardroom experience, we improve the efficiency of board processes and the effectiveness of boards. We work with over 80,000 leaders and 3,000 organisations across the world, with clients across the Fortune 500, FTSE 100, and OMX 30. In 2024 we received substantial backing from K1 Investment Management; the leading B2B Enterprise SaaS investors. We are at the beginning of significant growth, and we are looking for superb talent to join us on this journey. As we grow, we are fiercely protective of our culture and values. Many of us, including our founders, have families and other priorities, so we know the value of a supportive company. The team is diverse and friendly. We value fun: most days you will find a social event or learning opportunity to get involved with, including company socials, away days, and philanthropic activities.

Our Mission

We unleash the potential of organisations through the science of board effectiveness, building better businesses and benefiting society.

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 are looking for a Senior Customer Success Manager to join our thriving Customer Success team at Board Intelligence. You will be responsible for a portfolio of some of our biggest and most exciting Enterprise clients, managing the full customer renewal life‐cycle. This role is perfect for someone who thrives on building deep client relationships, driving product adoption, and ensuring customers achieve measurable value from our platform. You will be the trusted advisor to senior executives and board‐level contacts, acting as the voice of the customer internally while championing our solutions externally, while embedding surprise and delight throughout the customer journey. 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 Enterprise customers.

Main Responsibilities

• Own and manage a portfolio of Enterprise accounts, serving as the key contact for the client, and acting as a trusted advisor 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.
• Drive strong product adoption and engagement across all customer touchpoints, maintaining healthy customers through proactive relationship management, strategic check‐ins, and delivering a consistently high‐quality customer experience while embedding surprise and delight throughout the customer journey.
• Act as a growth partner by uncovering expansion opportunities through deep account knowledge and usage insights, generating high‐quality CSQLs and working closely with Sales to position additional solutions that align with customer strategic objectives.
• Conduct strategic account mapping and portfolio prioritisation to identify expansion pathways and relationship gaps, working in lockstep with Sales and Growth teams to develop coordinated account strategies that maximise customer lifetime value.
• Maintain deep client knowledge and strategic 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.
• Act as the voice of the customer internally, sharing insights with Product and Go‐To‐Market teams to influence roadmap priorities, while collaborating with Marketing to develop customer success stories and knowledge centre content.

Required Skills and Experience

• Demonstrable experience in Customer Success or Account Management in a B2B SaaS environment, with 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 including GRR, P‐Incs, 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.

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 team.

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.
• Eyecare and Flu Jab vouchers.