Director of Customer Success, Board Intelligence
12 Month Fixed-Term Contract
3 days a week in office
Board management software
Be an early applicant
Board management software
101-200 employees
Be an early applicant
3 days a week in office
101-200 employees
Company mission
Board Intelligence's mission is to help all boards and leadership teams to be a powerful driver of performance and a force for good.
Role
Who you are
- Proven experience in progressive Customer Success leadership roles
- Proven track record of digital transformation and customer retention
- Experience in SaaS or technology-driven business environments
- Experience in Financial Technology or Governance desired
- Strong analytical and strategic thinking skills
- Exceptional communication and interpersonal abilities
- Experience in process optimisation and technological automation with a proven track record of change management
- Demonstrated ability to drive customer-centric strategies
- Expertise in CRM and Customer Success Platforms (such as, Gainsight, Planhat, Totango, Vitally)
- Proficiency in data visualisation and automation tools
What the job involves
- As Director of Customer Success, you will be responsible for leading our digital customer success strategy, driving customer adoption, retention and growth
- You'll play a pivotal role in implementing our Digital Customer Success vision, balancing cutting-edge technology with strategic human-centric approaches
- The ideal candidate will be a strategic leader responsible for managing the entire customer lifecycle, driving customer adoption, retention and growth while fostering a culture of excellence and innovation
- This is a 12-month Mat Cover contract
- Develop and execute a comprehensive Customer Success strategy aligned with business objectives to include:
- Driving customer adoption, retention and expansion
- Creating scalable, repeatable success models
- Manage and optimise customer segmentation and engagement models
- Lead the digital transformation of our customer journey to deliver quantifiable outcomes for growth, efficiency and retention
- Drive revenue growth and Net Revenue Retention (NRR) with a focus on exceptional customer experience
- Accountability for customer success across the organisation
- Drive continuous improvement in onboarding and adoption flows
- Create personalised customer communication strategies
- Develop sophisticated customer health tracking and predictive analytics
- Reduce time-to-value through intelligent product engagement
- Drive and oversee playbooks for account management and customer progression
- Serve as an executive sponsor for key accounts and manage complex customer interactions and negotiations
- Create and present analytical reports to support business strategy
- Develop and maintain customer success tech stack
- Create efficient workflows and automation processes
- Implement customer relationship management best practices
- Utilise data analytics tools to derive customer insights and drive data driven decisions
- Manage and optimise key performance indicators:
- GRR and NRR
- Churn rate
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)
- Adoption rates
- Expansion opportunities
- Lead and develop a team of 6 direct reports
- Foster a culture of continuous learning and innovation with support for career progression
- Upskill team in digital customer success techniques and advanced analytics
- Align Customer Success initiatives with Product, Marketing, Sales, and Corporate functions
- Facilitate customer-centric product development
- Create unified approaches to customer success, resolve conflicts and lead cross-functional initiatives
Salary benchmarks
Our take
Board Intelligence has been helping boards to make smarter, faster decisions for more than 2 decades and it has been turning that knowledge into software since 2008. With over 18,000 users engaged on its platform, BI works with FTSE 100s, large privately-owned companies, public sector and government departments, and has delivered ~50% YOY growth over the past five years.
The company's product is smart board report packs supported by its AI tool Lucia, which helps to evaluate the balance of board reports. Board Intelligence also offers a secure portal for board pack distributions and has its own advisory consultancy arm. BI's mission is definitely ambitious then, and it will need full support from the up-and-coming young generation of board members to favour the adoption of its smart board packs.
In 2024, it sold a majority stake in its company to K1 Investments off the back of a doubling of valuation over 3 years. With new international support behind it, its 3000-strong client base - which includes the likes of John Lewis and ITV - will no doubt gain even more value from Board Intelligence's offering.
Steph
Company Specialist at Welcome to the Jungle
Insights
-12% employee growth in 12 months
Company
Company benefits
- Competitive salary, commission plan & pension scheme
- 26 days holiday each calendar year
- Bupa health & dental cover (including Babylon Virtual GP)
- Group life insurance (4x annual salary)
- Employee Assistance Program and Bereavement Counselling & Probate Helpline
- Daily breakfast, drinks, fruit and snacks
- Regular training & development, mini MBA series, lunch & learns
- AIG Smart Health (virtual GP app)
- Season Ticket Travel Card Loan and Cycle to Work Scheme
- Eye test vouchers and Flu Jabs
- Gym membership discounts
- Regular company socials. Friday drinks
Company HQ
City of London, London, UK
Leadership
Jennifer Sundberg
(Advisory Board Member & Co-Founder)Master of Arts at University of Cambridge. Also member of the advisory board at FINCA International since January 2011
Pippa Begg
(CEO)Master of Arts at University of Cambridge. Senior Product Manager at Russell Investments from 2005 to 2008
Share this job
View 6 more jobs at Board Intelligence