Client Success Manager

BoardOutlook Pty. Ltd.; City of Melbourne; On-site; AUD 90,000 - 150,000; Full time

Job summary

BoardOutlook is seeking a Client Success Manager to build trusted relationships with senior clients and help them derive real value from our board performance platform. You will own relationships from onboarding through renewal and become a genuine expert, collaborating with Product and Engineering to ensure client feedback shapes what comes next.

You will combine Customer Success, strategic account management, product knowledge and commercial thinking to drive adoption, retention and growth

Qualifications

• 3–5 years in Customer Success, Account Management, consulting or related client-facing roles.
• No board/governance experience required.
• Strong track record managing client relationships and senior stakeholders.
• Commercial mindset with focus on retention and revenue growth.
• Tech-savvy with the ability to learn new systems quickly.

Responsibilities

• Own client relationships from onboarding to renewal.
• Build trusted relationships with senior stakeholders.
• Become an expert in the BoardOutlook platform.
• Guide clients in functionality, configuration and best practices.
• Monitor usage to identify risks and opportunities.
• Collaborate with Product, Engineering and Sales to improve the platform and client experience.
• Support scalable Client Success processes as BoardOutlook grows.

Skills

Client relationships

Senior stakeholder management

Commercial awareness

Technology proficiency

Organization & attention to detail

Data-driven insights

Tools

HubSpot

Job description

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 designed to help boards become more effective. The platform supports board reviews, skills matrices, director feedback, CEO evaluations and broader board performance activity. Since the company was founded in 2019, BoardOutlook has worked with hundreds of boards and thousands of directors.

Its clients range from major listed companies across the FTSE 100 and ASX 100 to public sector and not-for-profit organisations. The business now operates across the United Kingdom, Middle East, Asia-Pacific, North America, South America and Europe.

BoardOutlook was built on the belief that better boards create better outcomes for directors, shareholders, employees and society.

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

Your responsibilities will include:

• 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.

You will also bring:

• 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.

Five values that drive how we work

We prioritise simplicity and reduce complexity.

Details matter, and we take pride in getting them right.

Urgency

We commit and execute with urgency, ensuring swift action.

Generous investment

We invest generously in each other's growth and success.

Optimism and ambition

We pursue ambitious goals and strive for outsized wins.

Could this be your next chapter?

This is an opportunity to work with remarkable leaders, build relationships that genuinely matter and help some of the world’s most significant boards get more from the insight available to them.

We're always keen to hear from exceptional governance and engineering people.