Digital Customer Success Associate

Board Intelligence is a technology and advisory firm on a mission to make boards more effective, and through them, build better businesses and benefit society.

Over twenty years we have established ourselves as the market leader in governance and board effectiveness, trusted by more than 80,000 directors, executives, and governance professionals globally, including across the Fortune 500, FTSE 100, and OMX 30. That trust has been earned through depth of insight, rigorous advisory work, and a track record that newer entrants simply cannot replicate.

We have invested in applied AI since 2020, well ahead of the market, and that early conviction has paid off. Our AI-powered platform and smart board advisor give us a competitive advantage that is widening, not narrowing. In 2024, K1 Investment Management, the leading B2B Enterprise SaaS investor, backed us to accelerate that position further. We are now growing fast, with a proven commercial model spanning both mid-market and enterprise, and a product suite that has become a necessary addition in high-stakes board environments.

The people joining us now will shape how we scale. We are deliberate about how we do that. Our founders and leadership team are deeply invested in keeping the culture that got us here: thoughtful, high calibre, and genuinely human. Ambition and balance are not in competition at Board Intelligence.

If you want to work at the intersection of AI and governance, on problems that matter at the highest level, this is a strong place to be.

Our Mission

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

The Role

The Customer Success team partners with our clients to drive strong adoption and value realisation across their organisations. As a GTM Graduate on the Digital Customer Success track, you will join the Digital CS team for your first nine months, then complete a three month rotation in Sales. You are a permanent hire from day one. The rotation structure exists to build broad commercial capability in your first year, not as a trial period.

In Digital CS you will help deliver engaging onboarding experiences for new customers and support the portfolio of Scaled accounts through digital first engagement, working daily with AI tools such as Claude alongside Planhat and Pendo. You will learn how personalised, high quality customer success is delivered efficiently at scale. In your Sales rotation you will see the other side of the customer lifecycle, how opportunities are qualified, how value is articulated commercially, and how revenue conversations are run.

Programme structure

• Months 1 to 9: Digital Customer Success, your primary placement.
• Months 10 to 12: Sales rotation, three months embedded with the Sales team.
• Permanent from day one. The programme is a development structure, not a fixed term contract or a trial.

Main Responsibilities

Digital Customer Success, months 1 to 9

• Support onboarding for new customers, coordinating kickoff activity, preparing materials and tracking progress to launch.
• Help run digital first engagement across the Scaled portfolio, contributing to in app guidance, lifecycle campaigns and self serve content.
• Use AI tools to draft, personalise and scale customer communications, playbooks and summaries, with review before anything reaches a customer.
• Monitor customer health and product usage data, flag risk and adoption signals early, and help build the reporting the team relies on.
• Keep customer records and workflow data accurate in Planhat, and identify manual steps that can be automated.
• Contribute to renewal preparation by pulling together usage evidence and value