Client Success Manager

BoardOutlook Pty Ltd; City of Melbourne; Hybrid; AUD 100,000 - 120,000; Full time

Benefits offered by this job

Share option grant

Commission bonus

Hybrid Melbourne role

Job summary

BoardOutlook Pty Ltd is seeking a Client Success Manager to nurture senior client relationships across onboarding to renewal, ensuring clients gain real value from the platform. You will monitor engagement, identify risks, and collaborate with Product and Engineering to shape the product and client experience.

This Melbourne-based hybrid role focuses on strategic account management, commercial thinking and cross‑functional collaboration.

Qualifications

• 3–5 years in Customer Success or Account Management
• Experience managing relationships with senior stakeholders
• Commercial awareness with retention and growth focus
• Strong tech confidence and ability to learn new systems quickly
• Excellent organization and attention to detail

Responsibilities

• Own client relationships from onboarding through renewal
• Build trusted relationships with senior stakeholders
• Become an expert in BoardOutlook platform and guide configuration
• Monitor usage and engagement to identify risks and opportunities
• Support retention and opportunities for account growth
• Bring client feedback to Product and Engineering
• Resolve client issues quickly and thoughtfully
• Maintain accurate client records in HubSpot
• Help develop scalable Client Success processes

Skills

Client relationships

Account management

Senior stakeholders

SaaS

Job description

$100,000 - $120,000 per year + Comms + Super

Help some of the world’s leading boards get more from better insight

BoardOutlook is looking for a Client Success Manager to build trusted relationships with senior clients and help them get real value from a platform used by leading boards around the world.

This is not a Customer Success role built around support tickets and routine check-ins.

You will own client relationships from onboarding through to renewal, become a genuine expert in the BoardOutlook platform and help clients use it effectively. You will monitor engagement, identify risks and opportunities, and work closely with Product and Engineering to ensure client feedback helps shape what comes next.

The role combines Customer Success, strategic account management, product knowledge and commercial thinking.

About BoardOutlook

BoardOutlook is a board performance platform helping boards understand how they are performing, where they can improve and what deserves closer attention.

Founded in 2019, BoardOutlook has worked with hundreds of boards and thousands of directors. Its clients include major organisations across the ASX 100 and FTSE 100, as well as government, private and not-for-profit organisations.

The business is growing internationally across Australia, the UK, Europe and other global markets, with ambitious plans for the next stage of growth.

Learn more at https://www.boardoutlook.com

The opportunity

You will manage relationships with senior clients including chairs, directors and company secretaries.

You will help new clients get started, guide them in using the platform, understand what they are trying to achieve and ensure they continue to see value from BoardOutlook over time.

You will also use client feedback and usage data to identify risks, improve adoption and recognise opportunities to expand relationships where it genuinely makes sense.

Internally, you will be an important voice for the client, working with Product, Engineering and Sales to improve both the platform and the overall client experience.

What you will be doing

• Owning client relationships from onboarding through to renewal
• Building trusted relationships with senior stakeholders
• Becoming an expert in the BoardOutlook platform
• Helping clients understand functionality, configuration and best practice
• Monitoring usage and engagement to identify risks and opportunities
• Supporting retention and identifying appropriate opportunities for account growth
• Bringing useful client feedback and insight to Product and Engineering
• Supporting testing and quality assurance of new functionality
• Resolving client issues quickly and thoughtfully
• Using data to understand account health and client needs
• Maintaining accurate client records and activity in HubSpot
• Helping develop scalable Client Success processes as BoardOutlook grows

What we are looking for

You will likely bring around three to five years of experience in Customer Success, Account Management, consulting, professional services or another sophisticated client-facing environment.

You do not need board or governance experience.

• A strong track record of managing client relationships
• Confidence working with senior stakeholders
• Commercial awareness and an understanding of retention and account growth
• Strong technology confidence and the ability to learn new systems quickly
• Exceptional organisation and attention to detail
• Curiosity and strong problem-solving skills
• Confidence working with customer data and identifying useful insights
• Strong follow-through and personal accountability
• A collaborative approach across Product, Sales and Engineering
• Experience in B2B SaaS, technology, consulting or professional services would be particularly valuable.

What success will look like

You will know you are succeeding when:

• Clients trust you and value your involvement
• Onboarding is smooth and clients understand how to get value from the platform
• Engagement and adoption remain strong
• Risks are identified early
• Clients expand their use of BoardOutlook where there is genuine value
• Client insight helps improve the product and experience
• Your accounts are organised, current and exceptionally well managed

BoardOutlook is already working with some remarkable organisations and senior leaders, but the business is still at a stage where great people can have a meaningful influence on how it grows.

You will join an ambitious, collaborative team and gain exposure to sophisticated clients, an interesting product and a business expanding internationally.

BoardOutlook values simplicity, attention to detail, urgency, generous investment in others, optimism and ambition.

Location and package

This is a Melbourne CBD-based hybrid role, with 3 days a week in the office.

The package includes:

• $120,000 + Super
• A generous employee share option grant
• An additional commission / bonus component, with the structure currently being finalised

Candidates must have full working rights in Australia. BoardOutlook is unable to provide visa sponsorship for this role.

Could this be your next chapter?

If you enjoy understanding your clients, getting close to the product and finding better ways to create value, this is an opportunity to do exactly that with a growing technology business and an extraordinary client base.