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For Companies At a Glance
- Tasks: Manage Enterprise accounts and drive exceptional customer experiences with AI-powered tools.
- Company: Join Board Intelligence, a leader in board effectiveness technology and advisory services.
- Benefits: Enjoy a private pension scheme, health insurance, 26 holiday days, and more.
- Why this job: Be a trusted advisor to C-suite executives and make a real impact on organisations.
- Qualifications: Experience in Customer Success or Account Management in a B2B SaaS environment.
- Other info: Collaborative culture with opportunities for growth in a dynamic tech environment.
The predicted salary is between 48000 - 84000 £ per year.
About Board Intelligence
Board Intelligence is a technology and advisory firm that supercharges boards with the science of board effectiveness. Through a suite of AI‐powered software tools, evaluation frameworks, and advisory services, we distil twenty years of boardroom experience to improve the efficiency of board processes and the effectiveness of boards. We work with over 80,000 leaders and 3,000 organisations worldwide, including clients across the Fortune 500, FTSE 100, and OMX 30.
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 clients to ensure strong adoption and value realisation across their organisations. This Senior Customer Success Manager will manage the full customer renewal life‐cycle for a portfolio of some of our biggest and most exciting Enterprise clients, building deep client relationships, driving product adoption, and ensuring customers achieve measurable value from our platform.
Main Responsibilities
- Own and manage a portfolio of Enterprise accounts, serving as the key contact for the client and a trusted advisor to C‐suite executives and board-level contacts.
- Own the renewal process and take responsibility for Gross Revenue Retention (GRR) 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 management, strategic check‐ins, and a consistently high‐quality customer experience.
- Act as a growth partner by uncovering expansion opportunities through deep account knowledge and usage insights, generating high‐quality Customer Success Qualified Leads (CSQLs) and working closely with Sales to position additional solutions aligned 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.
Requirements
- Customer Success Experience
Demonstrable experience in Customer Success or Account Management in a B2B SaaS environment, with a 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. - SaaS and Technical Understanding
Strong understanding of SaaS business models and customer success metrics including GRR, PINCs, CSQLs, and customer health scoring. Experience with maximising customer success platforms (e.g., Planhat) and digital engagement tools (e.g., Pendo or similar), with the ability to quickly become a product expert. - Strategic and Analytical Thinking
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. - Essential Soft Skills
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. - 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
Senior Customer Success Manager in London employer: Board Intelligence
Contact Detail:
Board Intelligence Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Success Manager in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Board Intelligence on LinkedIn. A friendly chat can give us insider info and maybe even a referral, which can really boost our chances.
✨Tip Number 2
Prepare for the interview by diving deep into their products and services. We should be ready to discuss how we can drive product adoption and enhance customer experiences based on our understanding of their platform.
✨Tip Number 3
Showcase our success stories! Think of examples where we've improved customer retention or driven growth in previous roles. This will help us demonstrate our value as a Senior Customer Success Manager.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure our application gets noticed. Plus, it shows we’re genuinely interested in being part of the Board Intelligence team.
We think you need these skills to ace Senior Customer Success Manager in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Senior Customer Success Manager role. Highlight your experience in managing Enterprise accounts and achieving high retention rates, as this is key for us at Board Intelligence.
Showcase Your Skills: Don’t forget to emphasise your analytical skills and understanding of SaaS metrics. We want to see how you can interpret data to drive customer success, so share specific examples from your past roles.
Be Personable: We love a good story! Use your cover letter to convey your passion for customer success and relationship-building. Let your personality shine through, as we value genuine connections with our clients.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. This helps us keep track of your application and ensures it gets the attention it deserves!
How to prepare for a job interview at Board Intelligence
✨Know Your Customer Success Metrics
Familiarise yourself with key customer success metrics like Gross Revenue Retention (GRR) and Customer Success Qualified Leads (CSQLs). Be ready to discuss how you've used these metrics in your previous roles to drive product adoption and mitigate churn.
✨Showcase Your Relationship-Building Skills
Prepare examples that highlight your exceptional relationship-building abilities. Think of times when you influenced senior executives or turned around a challenging client relationship. This will demonstrate your capacity to be a trusted advisor.
✨Demonstrate Strategic Thinking
Be prepared to discuss how you've conducted strategic account mapping and prioritisation in the past. Share specific instances where your analytical skills helped identify expansion opportunities or address client needs effectively.
✨Engage with Product Knowledge
Brush up on the SaaS products relevant to the role, especially any tools mentioned in the job description. Show enthusiasm for becoming a product expert and discuss how you’ve leveraged similar platforms to enhance customer engagement in your previous roles.
