Board Intelligence

Senior Customer Success Manager

Board Intelligence

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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Job Level

Senior

Tech Stack

Go

About the role

  • Own and manage a portfolio of Enterprise accounts, serving as the key contact for the client, and acting as a trusted advisor to c-suite executives and board-level contacts
  • Own the renewal process and take responsibility for GRR (Gross Revenue Retention) 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 relationship management, strategic check-ins, and delivering a consistently high-quality customer experience whilst embedding surprise and delight throughout the customer journey
  • Act as a growth partner by uncovering expansion opportunities through deep account knowledge and usage insights, generating high-quality CSQLs and working closely with Sales to position additional solutions that align with customer strategic objectives
  • Conduct strategic account mapping and portfolio prioritization to identify expansion pathways and relationship gaps, working in lockstep with Sales and Growth teams to develop coordinated account strategies that maximize 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 center content

Requirements

  • Demonstrable experience in Customer Success or Account Management in a B2B SaaS environment, with 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
  • Strong understanding of SaaS business models and customer success metrics including 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
  • 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
  • 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
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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Customer SuccessAccount ManagementB2B SaaSGross Revenue Retention (GRR)Contract NegotiationCustomer Success MetricsData AnalysisCustomer Success PlansUsage Data InterpretationEngagement Metrics
Soft skills
Relationship BuildingCommunicationInfluencingTrust BuildingProactiveSelf-MotivatedTime ManagementCustomer-CentricCollaborationStrategic Thinking