Senior Customer Success Manager
Role summary by JobGrid
Senior Customer Success Manager at Board Intelligence: London, United Kingdom; Hybrid; Full time; Customer Support & Success. JobGrid adds normalized role facts, source context, and a path to the employer application page so candidates can compare the listing before applying.
- Location and workplace: London, United Kingdom, Hybrid
- Role classification: Customer Support & Success, Full time
- Source freshness: checked by JobGrid on 2026-06-09.
- Application path: candidates continue to the employer application page with non-personal referral tags.
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.
We do this through a suite of AI powered software tools, evaluation frameworks, and advisory services, built on twenty years of boardroom experience. Our work improves how boards operate and how leaders make decisions at the highest level.
We work with over 80,000 leaders and 3,000 organisations globally, including 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 investor, marking the start of a significant new chapter for the business.
We are growing and growing fast. That means real opportunities for the people who join us now — to shape how we scale, to work at the intersection of AI and governance, and to do some of the most commercially and intellectually interesting work in their careers.
We are also deliberate about how we grow. Our founders and leadership team are deeply invested in keeping the culture that got us here: thoughtful, high calibre, and genuinely human. We are a company where ambition and balance are not in competition.
If that sounds like the right environment for you, we would love to hear from you.
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 realisation across their organisations.
We're looking for a Senior Customer Success Manager to join our thriving Customer Success team at Board Intelligence. You'll be responsible for a portfolio of some of our biggest and most exciting Enterprise clients, managing the full customer renewal life-cycle.
This role is perfect for someone who thrives on building deep client relationships, driving product adoption, and ensuring customers achieve measurable value from our platform. You'll be the trusted advisor to senior executives and board-level contacts, acting as the voice of the customer internally while championing our solutions externally, while embedding surprise and delight throughout the customer journey.
As we continue to scale our SaaS business, this role will be instrumental in maintaining our exceptional retention rates and positioning Customer Success as a revenue-driving engine that delivers measurable business outcomes for our Enterprise customers.
Main Responsibilities
- 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