Customer Success Manager

Board; Greater London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading SaaS company is seeking a Customer Success Manager to enhance customer engagement and retention. You will be responsible for creating effective value realization plans, minimizing churn rates, and fostering strong relationships with clients. The ideal candidate will have over 3 years of experience in Customer Success Management or similar fields. Excellent communication and presentation skills are essential, along with a proactive approach to solving customer issues. This role promises a dynamic and inclusive work environment.

Qualifications

• 3+ years of experience in Enterprise-level Customer Success Management, Consulting, or Sales.
• Ability to align resources to meet customer needs.
• Stellar presentation and client management skills.

Responsibilities

• Drive and create value realization working plans for customers.
• Sustain growth by maximizing value and minimizing churn rates.
• Engage proactively to prevent support issues and foster loyalty.

Skills

Customer Success Management

Consulting

Sales

Presentation skills

Written communication

Fluency in European languages

Analytical skills

Education

3+ years of expertise in Customer Success

Job description

At Board, we help enterprises plan smarter, drive outcomes and lead transformation with one single Intelligent Planning Platform. Trusted by thousands of leading organizations, over the last 28 years we have designed our Product with enterprise planning agility in mind and the passionate care of our people as our main driver.

We strongly believe every colleague brings unique value to our whole. We collaborate openly and effectively to deliver results and celebrate our shared success, thrive on innovation and embrace a growth mindset to aim higher every day.

Do you enjoy finding solutions aimed at improving customers' life? Are you detail-oriented yet able to communicate at a high level? Do you have the personality, the systematic approach, and the know-how to align internal, external and partner organizations through the customer journey? If so, keep reading.

Board is looking for a dynamic candidate who has a proven customer success experience to support Board customers on their journey from prospects to active users and on to lifelong advocates of Board solutions. You do this by securing customer adoption, minimizing churn rates and advocating internally on their behalf to help ensure Board solutions are customer-led.

As a Board Customer Success Manager you will focus on retaining, building and growing the current customer base. Working closely with the Sales Teams and acting as a bridge between various teams, and external partners, to make sure that our customers are set up for success. You will also be instrumental in creating long‑lasting partnerships and responsible for driving positive outcomes. You know how to curate plans for customers that drive successful deployment, user adoption as well as being able to demonstrate in a tangible way to your customer portfolio ongoing health, the ROI value they are achieving by using Board and be a trusted advisor to them.

This is a unique opportunity to get involved in a highly visible, fast‑scaling SaaS cloud company.

Responsibilities

• Drive and create a value realization working plan for the customers by being outcome focused and understanding how that can be measured and presented to the customer to prove continually prove tangible value.
• Sustain business growth and profitability by maximizing value and minimizing risk of churn
• Intervening through proactive customer engagement to prevent support issues, foster customer loyalty, and promote good business relationships
• Problem‑solving effectively by coordinating and facilitating internally to ensure customer issues are addressed and resolved.
• Plan and deliver effective outcome‑focused customer kick‑offs and regular business reviews to build long‑term relationships and trust
• Maximizing value for customers by ensuring they have the tools and resources they need (coordinating the creation of them if they do not exist)

Requirements

• 3+ years of expertise in Enterprise‑level Customer Success Management, Consulting or Sales.
• Ability to align the internal resources to meet and exceed the customer requirements and deadlines.
• Stellar presentation skills, client management and written communication skills.
• Experience of working with customers undergoing enterprise transformation ideally with organizational change management and/or project management skills/qualifications
• Fluency in additional European languages considered an advantage
• Willingness to travel to the client’s location as and when required.
• Ability to manage and support your own book of business
• Professional curiosity coupled with a proactive and analytical customer driven mentality
• Executive presence and communication skills, ability to translate technical information to all involved stakeholders
• Ability to handle multiple competing priorities and adapt to change
• Capacity to remain calm under pressure but react with urgency

Our Commitment to Diversity and Inclusion

Join a company that believes in the added value of diversity, inclusion, and belonging. We foster a working environment in which all people are respected and valued, for all aspects which make them unique. We hire you for who you are, and we want you to bring your true self to work every day!