Director, Customer Success, 12 month FTC

Board Intelligence is a technology and advisory firm that supercharges boards with the science of board effectiveness. We build better businesses and benefit society.  

Through a suite of AI-powered software tools, evaluation frameworks, and advisory services that distil twenty years of boardroom experience, we improve the efficiency of board processes and the effectiveness of boards.  

We work with over 70,000 leaders and 3,000 organisations across the world, with 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 investors. We are at the beginning of significant growth, and we’re looking for superb talent to join us on this journey.  

As we grow, we’re fiercely protective of our culture and values. Many of us, including our founders, have families and other priorities, so we know the value of a supportive company.  

The team is diverse and friendly. We value fun: most days you’ll find a social event or learning opportunity to get involved with, including company socials, away days, philanthropic activities and lunch & learns.

Our Mission

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

The Role

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.

Key Responsibilities

Strategy and Leadership

• 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

Customer Experience

• 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

Technology & data management

• 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

Team Development

• 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

Cross-Functional Collaboration

• 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

What We're Looking For

Qualifications

• 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

Key Skills

• 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

We pride ourselves on our great working environment and package. Here’s some of what’s on offer:  

• Private Pension Scheme 
• BUPA Health and Dental insurance
• Group life insurance: 4x annual salary 
• 26 holiday days per calendar year in addition to Bank Holidays 
• Cycle to work scheme 
• Employee Assistance Program including Bereavement and Probate Helpline 
• Eyecare and Flu Jab vouchers 
• Enhanced Parental Leave