Customer Success Manager

About Board Intelligence

Board Intelligence is a technology and advisory business focused on helping boards operate more effectively so organisations can perform better and create positive impact. Over the last 20+ years, it has become a leading name in governance and board effectiveness, serving more than 80,000 directors, executives, and governance professionals worldwide, including organisations in the Fortune 500, FTSE 100, and OMX 30.

The company has been investing in applied AI since 2020, giving it an early edge in the market. Its AI-enabled platform and smart board advisor have strengthened its position, and in 2024 it secured backing from K1 Investment Management, a major B2B enterprise SaaS investor, to accelerate growth. The business is expanding quickly across mid-market and enterprise customers, and its product suite has become an important part of high-stakes board environments.

The leadership team is focused on preserving a culture that is thoughtful, high-calibre, and human. The company values ambition and balance together, and is especially attractive to people who want to work where AI and governance meet on meaningful, high-level problems.

Mission

The organisation exists to unlock the potential of companies through the science of board effectiveness, helping build stronger businesses and contribute to society.

Role Overview

The Customer Success function is accountable for delivering a consistently excellent experience for customers, supporting adoption and helping clients realise value across their organisations.

This Customer Success Manager role will look after a portfolio of mid-market customers and manage the entire renewal journey. It suits someone who enjoys developing client relationships, increasing product adoption, and making sure customers achieve measurable outcomes from the platform across a sizeable account base.

You will work closely with senior executives and key decision-makers, represent customer needs internally, and advocate for the company’s solutions externally. As the SaaS business scales, the role will play a major part in protecting retention and helping Customer Success operate as a revenue-generating function that delivers clear business impact for mid-market clients.

Responsibilities

• Take ownership of a mid-market portfolio, acting as the main point of contact and a dependable partner to senior executives and board-level stakeholders.
• Lead the renewal cycle end to end, own GRR performance, and reduce churn risk through health-score tracking and timely intervention.
• Balance a larger book of business by deciding where to focus effort: resolving risk, maintaining regular engagement, or pursuing expansion with Sales and Growth.
• Increase product usage and engagement across every customer interaction through proactive relationship management, structured check-ins, and a consistently strong customer experience.
• Identify growth opportunities through account knowledge and usage trends, create high-quality CSQLs, and work with Sales to position additional solutions aligned to customer goals.
• Maintain a clear view of client priorities through business reviews, strategy discussions, and ongoing contact, using customer success tools and data to stay aligned with changing needs.

Candidate Profile

The company is seeking an experienced Customer Success professional who has handled a substantial B2B SaaS portfolio and delivered strong retention outcomes. The ideal candidate is confident negotiating renewals with senior stakeholders and knows how to turn usage data into action by identifying risks early and spotting opportunities for expansion.

Requirements

• Proven experience in Customer Success or Account Management within a B2B SaaS setting, with a strong history of managing a meaningful account portfolio and achieving retention rates of 90%+ GRR.
• Direct ownership of renewals, including successful negotiation of contract extensions with senior leaders.
• Solid understanding of SaaS business models and customer success metrics such as GRR, PINCs, CSQLs, and customer health scoring.
• Experience using customer success platforms such as Planhat and digital engagement tools like Pendo or similar, with the ability to become highly product knowledgeable quickly.
• Strong analytical capability to interpret usage data, engagement signals, and business outcomes in order to spot risks and opportunities early.
• Data-led approach to building customer success plans and measuring progress against success criteria.
• Excellent relationship-building and communication skills, with the ability to influence and earn trust from senior executives.
• Self-driven and proactive, with strong time management skills for handling several accounts at once.
• Customer-focused mindset and a genuine interest in helping customers succeed while creating positive, memorable experiences.
• Collaborative approach and ability to work across Sales, Product, Support, and Marketing.
• Preferred experience in governance, legal tech, or board management.
• Also desirable: background with professional services firms, corporate legal teams, or corporate secretaries.
• Additional advantage: experience in a fast-growing SaaS company that has scaled quickly or gone through acquisition.

What Success Looks Like

• You manage the portfolio with sound judgement, giving urgent attention where needed and a lighter touch where appropriate.
• You can detect emerging risk before it appears clearly in the health score and act decisively.
• You connect engagement and adoption activity to retention, commercial results, and expansion, and you can explain that connection clearly to Sales, Product, and leadership.
• You handle renewals confidently, standing your ground with senior stakeholders while preserving strong relationships.
• You leave each customer conversation with a sharper understanding of what the client truly needs, not just what was said in the meeting.

Benefits

• Pension scheme
• Personal performance bonus
• 26 days of annual leave each calendar year
• Bupa health and dental coverage
• Group life assurance
• Employee assistance programme (EAP)
• Cycle-to-work scheme

Diversity, Equity and Inclusion

Board Intelligence is committed to building a workforce that reflects a wide range of experiences, backgrounds, and viewpoints. Applications are welcomed from all candidates, and hiring decisions are made without discrimination on the basis of age, disability, ethnicity, gender, religion, sexual orientation, or any other protected characteristic.

If you require reasonable adjustments at any stage of the process, the company will accommodate them.

Hiring Process Note

The company may use artificial intelligence tools to support parts of recruitment, including reviewing applications, analysing CVs, assessing responses, and identifying possible inconsistencies or verification signals from the information provided. These tools assist the recruitment team but do not replace human judgment, and final hiring decisions are made by people. Candidates who want more information about data processing can contact the company directly.