Director of Customer Engagement, Board Intelligence
Digital
Plus personal performance bonus
2 days a week in office
Board management software
Be an early applicant
Board management software
101-200 employees
Be an early applicant
Plus personal performance bonus
2 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
- Demonstrable experience in customer success, customer engagement, or growth roles, with progressive leadership responsibility
- Proven experience building and executing digital customer engagement programmes in B2B SaaS
- Hands on experience with customer engagement and marketing automation platforms such as Pendo, Gainsight, Totango, or similar
- A strong track record of improving retention, adoption, and expansion in a scaled or tech touch customer segment
- Experience leading and developing customer success teams through change
- Strong analytical capability, with the ability to turn data into actionable strategies and automated workflows
- Experience working in B2B SaaS, ideally within enterprise software
- You have built a digital customer success motion from scratch or transformed a reactive team into a proactive, tech enabled operation
- You enjoy solving problems through automation and smart use of technology
- You are comfortable operating in ambiguity and driving change at pace
- You have experience in private equity backed scale ups or high growth environments
- You can move easily between strategic thinking and hands on execution
- You are highly collaborative and enjoy working in close partnership with Product Marketing, Sales, and Product
What the job involves
- We unleash the potential of organisations through the science of board effectiveness, building better businesses and benefiting society
- This is a newly created leadership role at the intersection of customer success, product led growth, and marketing automation
- We have invested in best in class customer engagement technology and are now looking for a leader who can turn these tools into a seamless, scalable digital customer experience
- You will own the end to end digital journey for our scaled customer segment, from onboarding through renewal and expansion, with a clear mandate to drive product adoption, retention, and growth
- You will also lead a small, high impact team of Customer Success Managers as they transition from onboarding focused roles to full lifecycle ownership
- This role works closely with Product Marketing, Sales, and the wider Customer organisation, and plays a critical role in shaping how we grow efficiently as we scale
- Designing and owning automated, personalised customer journeys using platforms such as Pendo and Planhat, from onboarding through renewal and expansion
- Building in app messaging, email nurture campaigns, and digital touchpoints that drive adoption across our product suite
- Creating segmentation strategies and playbooks that allow a small team to manage a large customer base effectively
- Developing a repeatable growth model that balances intelligent automation with high impact human touchpoints
- Driving Gross Revenue Retention, Net Revenue Retention, product adoption, and product qualified lead generation for the scaled segment
- Using data and experimentation to continuously optimise customer journeys and outcomes
- Identifying at risk accounts and growth signals using engagement and health data
- Building and refining customer health scoring models
- Creating reporting frameworks and dashboards that give clear visibility of performance and handoffs
- Partnering closely with Product Marketing to translate messaging into engaging digital experiences
- Leading, coaching, and developing a team through meaningful change
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
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