Client Success Manager-Board Governance Software Platform

At BoardOutlook, you’ll be part of a collaborative team dedicated to making a positive impact on our clients. As a scale-up business, we offer a dynamic environment where growth and ambition are encouraged, and where there’s ample opportunity to expand your role and evolve with the company. You’ll gain unique exposure to some of the most influential boards and senior business leaders in the region. If you’re organised, proactive and passionate about delivering a seamless client experience, we’d love to hear from you!BoardOutlook was founded in 2019 on the belief that we could build software to help more boards become great boards, for the collective benefit of directors, shareholders, employees and society as a whole. Since that time, we have worked with hundreds of boards and thousands of directors. From this work we have developed a strong conviction that every board and organisation we work with is materially better off through the use of our scalable software.BoardOutlook is hiring a Client Success Manager to help us increase the impact of our board software platform across the largest companies in the UK, Europe and Africa, as well as supporting some of our global partners. Below we’ve included more detail on:Why you want to join BoardOutlookThe role (and you)CompensationHiring processLocation1. Why you want to join BoardOutlook:1.1 What we doBoardOutlook is a board performance platform designed specifically to enhance board effectiveness. Through rich diagnostics and powerful analytics, we provide boards with a holistic overview of their performance, helping them to understand areas for improvement and areas to optimise. We deliver hundreds of board performance processes globally and our clients range from large listed companies at the top of the FTSE 100 and ASX 100 to public sector and not-for-profit organisations.1.2 Working at BoardOutlookThere are five values that form the foundation of our team ethos. Everyone we work with must display:Simplicity: We prioritise simplicity and reduce complexity.Attention to detail: Details matter, and we take pride in getting them right.Urgency: We commit and execute with urgency, ensuring swift action.Generous investment: We invest generously in each other’s growth and success.Optimism and ambition: We pursue ambitious goals and strive for outsized wins.The stronger the points above describe you and the kind of people you like to work with, the more likely it is you\’ll succeed at BoardOutlook.1.3 Ambitious growth planWe have set ambitious targets and are well positioned to pursue rapid global and product expansion. We are already working with clients in the UK, Middle East, APAC, North America, South America and Europe. Joining us now means making an impact at a critical stage of growth, where your contributions will have direct influence on our trajectory.2. The role (and you):2.1 Role overviewAs a Client Success Manager, you will own the strategic relationship with BoardOutlook’s most senior clients – Chairs, Directors and Company Secretaries – ensuring their long-term success with our platform. You’ll act as both a product expert and trusted advisor, helping clients unlock value, deepen engagement and expand usage.Key aspects of the Client Experience Manager role include: Client and partner Relationship ManagementOwn the full client journey – from onboarding to renewal – for high-value clients.Serve as the first point of contact and build trust-based relationships with senior stakeholders.Drive engagement and satisfaction to secure retention and upsell opportunities.Client Enablement & Strategic GuidanceBecome a go-to expert for functionality and configuration.Educate clients on best practices and use cases tailored to their needs.Promote relevant modules that extend platform value.Internal Client AdvocacyServe as the client voice internally, translating feedback into actionable insights.Liaise with product and engineering to relay high-impact feature requests.Represent clients in roadmap planning and feature prioritisation.Guide internal stakeholders on how to best serve and retain high-value clients.Collaborate with Sales to ensure consistent messaging and alignment across the client journey.Platform Expertise & Quality AssuranceMaster our platform and flag potential bugs or inconsistencies early to the product team, ensuring a seamless client experience and continuous improvement.Support quality assurance testing using your lived experience to validate new features and product uplifts.Data-Driven InsightMonitor usage data to detect risks or growth opportunities.Collaborate cross-functionally to refine workflows and service delivery.Interpret qualitative and quantitative data, identifying useful insights and communicating them clearly (in verbal and written form).Operational ExcellenceEnsure seamless client management and issue resolution.Maintain accurate records and task tracking in our CRM, HubSpot.Establish repeatable processes that scale with our growth.2.2 RequirementsExperience:3–5 years’ experience in client success, account management, consulting, or professional servicesSaaS experience (in board governance preferred, but not essential)Relevant tertiary qualificationProven ability to deliver value in client-facing rolesExperience with HubSpot or similar CRM tools (preferred, not required)Skills & Competencies:Collaborative and team-orientedAbility to build relationships with senior stakeholdersConfidence with technology and the ability to learn and adapt to new systems and tools with ease.Exceptional attention to detail and organisational capabilityClear and persuasive written and verbal communicationCuriosity and a solutions-focused approach3. Compensation:Our compensation package for this role is £40K-50K. We also offer a generous ESOP (share option) grant for permanent employees. The ESOP gives employees meaningful financial participation and upside in the success of the business.4. Hiring Process4.1 What you can expect from our hiring processOur hiring process at BoardOutlook is designed to test three areas:Your capability to deliver on the job requirements, which we\’ll generally try and test through a short practical testYour individual approach and drivers, which we\’ll test through interviews and reference checksYour cultural fit, which we\’ll test against our documented target behaviours through interviews and reference checksFor most roles you can expect to undertake three interviews plus a practical test. We respect your time in applying for a job, so you can expect rapid decisions after each phase – we typically try and get back to you in days rather than weeks.4.2 How to applyTo apply for this role we are asking you to submit a short email with a written outline of your relevant experience – this can be an attached CV.In the current age of AI, there’s no reason not to have a compelling cover letter customised to BoardOutlook. We expect you to use AI on the job, so please leverage this in your application.Please send your application including these details to talent@boardoutlook.com – Please make sure you include “Client Experience Manager” within the subject line of your email.We’re truly grateful for your interest — if it looks like there’s a strong match, we’ll be in touch to invite you to the next stage!4.3 SponsorshipBoardOutlook will only consider candidates with full working rights in the United Kingdom and will not be sponsoring visas.5. LocationOur offices are located in Embankment, London. This role is hybrid with three days a week required in office to collaborate with the broader team.