Customer Success Manager – Digital

🕒 April 16

🏢🏡 London – Hybrid

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Board Intelligence

WebsiteLinkedInAll Job Openings

51 - 200 employees

💰 Private Equity Round on 2021-02

Our mission is to help all boards and leadership teams to be a powerful driver of performance and a force for good.

📋 Description

• Deliver engaging onboarding experiences for new customers, across all our segments, guiding them through initial setup, configuration, training, and early adoption milestones to ensure successful product launch • Monitor onboarding health metrics and engagement data to identify at-risk customers early, providing timely interventions to ensure successful implementation and early wins • Working closely with the Director of Digital CS to design, iterate, and optimise the various onboarding journeys for each of our segments with AI at the forefront with tools like Planhat and Pendo. Identifying opportunities to improve time-to-value, reduce friction, and increase self-service adoption through better content, automation, and in-app guidance • Create and maintain onboarding resources including email sequences, video tutorials, help centre content, and in-app guides that enable customers to successfully adopt the platform independently • Be a part of the team managing the portfolio of Scaled accounts through digital-first engagement strategies, leveraging AI, automation, data insights, and targeted campaigns to maintain customer health and drive adoption • Working closely with the Director of Digital CS to build and execute automated and AI driven customer engagement programs including email campaigns, in-app messaging, and digital touchpoints that proactively address customer needs, drive feature adoption, and prevent churn using tools like Planhat and Pendo. • Create educational materials such as videos, guides, walk throughs, and webinars to support fully digital or 1-many customer enablement that drives adoption, awareness, and value delivery. • Monitor portfolio health through data analysis, identifying trends, risks, and opportunities across the Scaled segment, and implementing targeted interventions where needed • Act as the voice of the Scaled customer internally, sharing insights with Product, Marketing, and Go-To-Market teams to influence self-service improvements, content development, and digital experience enhancements

🎯 Requirements

• Demonstrable experience in Onboarding, Customer Success or Account Management in a B2B SaaS environment, with proven track record managing a significant portfolio of accounts 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 onboarding/customer success metrics including TTV, 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. • Experience utilising AI tools such as Claude & Copilot to drive more efficient processes with onboarding and daily Customer Success. • 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 • 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

• Pension scheme • Personal performance bonus • 26 days holiday each calendar year • Bupa health & dental cover • Group life assurance • EAP • Cycle to work scheme