Customer Success Manager (Digital)

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’re looking for superb talent to join us on this journey.   

As we grow, we’re 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’ll 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 realization across their organizations.  

We're looking for a Customer Success Manager to join our thriving Customer team at Board Intelligence. You'll sit within the Digital CS team, in this role, you'll split your time between delivering engaging onboarding experiences for new customers, and maintaining the portfolio of Scaled accounts alongside the Scaled team, through digital-first engagement strategies. In addition to delivering at scale, you’ll also partner closely with your team and the Director of Digital CS to operationalize top quality digital journeys with AI at the forefront, using tools such as Claude, Planhat and Pendo. 

This role is perfect for someone who has a passion for AI first initiatives and excels at delivering exceptional onboarding experiences while also building scalable customer success programs.   

As we continue to scale our SaaS business, this role will be instrumental in ensuring new customers get off to a strong start, maintaining exceptional retention across our Scaled segment, and proving that personalized, high-quality customer success can be delivered efficiently through smart, digital-first strategies.  

Main Responsibilities   

Onboarding (Initially 50% of role):  

• Deliver engaging onboarding experiences for new customers, across all our segments, guiding them through initial setup, configuration, training, and early adoption milestones to ensure successful product launch  
• Monitor onboarding health metrics and engagement data to identify at-risk customers early, providing timely interventions to ensure successful implementation and early wins  
• Working closely with the Director of Digital CS to design, iterate, and optimise the various onboarding journeys for each of our segments with AI at the forefront with tools like Planhat and Pendo. Identifying opportunities to improve time-to-value, reduce friction, and increase self-service adoption through better content, automation, and in-app guidance  
• Create and maintain onboarding resources including email sequences, video tutorials, help centre content, and in-app guides that enable customers to successfully adopt the platform independently  

Scaled Portfolio Management & Digital Strategy (50% of role):  

• Be a part of the team managing the portfolio of Scaled accounts through digital-first engagement strategies, leveraging AI, automation, data insights, and targeted campaigns to maintain customer health and drive adoption  
• Working closely with the Director of Digital CS to build and execute automated and AI driven customer engagement programs including email campaigns, in-app messaging, and digital touchpoints that proactively address customer needs, drive feature adoption, and prevent churn using tools like Planhat and Pendo.  
• Create educational materials such as videos, guides, walk throughs, and webinars to support fully digital or 1-many customer enablement that drives adoption, awareness, and value delivery.  
• Monitor portfolio health through data analysis, identifying trends, risks, and opportunities across the Scaled segment, and implementing targeted interventions where needed  
• Act as the voice of the Scaled customer internally, sharing insights with Product, Marketing, and Go-To-Market teams to influence self-service improvements, content development, and digital experience enhancements  

Required Skills and Experience  

Customer Success Experience:  

• Demonstrable experience in Onboarding, Customer Success or Account Management in a B2B SaaS environment, with proven track record 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, AI and Technical Understanding:  

• Strong understanding of SaaS business models and onboarding/customer success metrics including TTV, GRR, PINCs, 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. 

• Experience utilising AI tools such as Claude & Copilot to drive more efficient processes with onboarding and daily Customer Success. 

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 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  

We pride ourselves on our great working environment and package. Here’s some of what’s on offer:  

• Pension scheme  

• Personal performance bonus  

• 26 days holiday each calendar year  

• Bupa health & dental cover 

• Group life assurance

• EAP
• Cycle to work scheme