Digital Customer Success Associate

Board Intelligence; Greater London; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Pension scheme

Personal performance bonus

26 days holiday each calendar year

Bupa health & dental cover

Group life assurance

EAP

Cycle to work scheme

Job summary

Board Intelligence, a technology and advisory firm, seeks a graduate to join the Digital Customer Success track. You will begin in Digital CS, delivering onboarding experiences, then rotate into Sales for a three-month period, before becoming a permanent hire.

The program builds broad commercial capability across Customer Success and Sales from day one. You will work with AI tools such as Claude alongside Planhat and Pendo, learning how to deliver high-quality, scalable customer success and

Qualifications

• No degree required; graduates welcomed.
• Experience delivering onboarding and digital engagement for enterprise customers.
• Familiarity with AI tools and automation is a plus.
• Comfort with data and dashboards and ability to explain numbers clearly.

Responsibilities

• Support onboarding for new customers, coordinating kickoff activity and tracking progress to launch.
• Run digital engagement across the Scaled portfolio using AI tools and self-serve content.
• Draft, personalize and scale customer communications and summaries with AI, reviewed before delivery.
• Monitor customer health and product usage data, flag risk and adoption signals early.

Skills

AI-native workflows

Data fluency

Clear written communication

Curiosity

Commercial acumen

Ownership

Collaboration

Tools

Salesforce

Planhat

Pendo

Job description

Board Intelligence is a technology and advisory firm on a mission to make boards more effective, and through them, build better businesses and benefit society.

Over twenty years we have established ourselves as the market leader in governance and board effectiveness, trusted by more than 80,000 directors, executives, and governance professionals globally, including across the Fortune 500, FTSE 100, and OMX 30. That trust has been earned through depth of insight, rigorous advisory work, and a track record that newer entrants simply cannot replicate.

We have invested in applied AI since 2020, well ahead of the market, and that early conviction has paid off. Our AI-powered platform and smart board advisor give us a competitive advantage that is widening, not narrowing. In 2024, K1 Investment Management, the leading B2B Enterprise SaaS investor, backed us to accelerate that position further. We are now growing fast, with a proven commercial model spanning both mid-market and enterprise, and a product suite that has become a necessary addition in high-stakes board environments.

The people joining us now will shape how we scale. We are deliberate about how we do that. Our founders and leadership team are deeply invested in keeping the culture that got us here: thoughtful, high calibre, and genuinely human. Ambition and balance are not in competition at Board Intelligence.

If you want to work at the intersection of AI and governance, on problems that matter at the highest level, this is a strong place to be.

Our Mission

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

The Role

The Customer Success team partners with our clients to drive strong adoption and value realisation across their organisations. As a GTM Graduate on the Digital Customer Success track, you will join the Digital CS team for your first nine months, then complete a three month rotation in Sales. You are a permanent hire from day one. The rotation structure exists to build broad commercial capability in your first year, not as a trial period.

In Digital CS you will help deliver engaging onboarding experiences for new customers and support the portfolio of Scaled accounts through digital first engagement, working daily with AI tools such as Claude alongside Planhat and Pendo. You will learn how personalised, high quality customer success is delivered efficiently at scale. In your Sales rotation you will see the other side of the customer lifecycle, how opportunities are qualified, how value is articulated commercially, and how revenue conversations are run.

Programme structure

• Months 1 to 9: Digital Customer Success, your primary placement
• Months 10 to 12: Sales rotation, three months embedded with the Sales team
• Permanent from day one. The programme is a development structure, not a fixed term contract or a trial

Main Responsibilities

Digital Customer Success, months 1 to 9

• Support onboarding for new customers, coordinating kickoff activity, preparing materials and tracking progress to launch
• Help run digital first engagement across the Scaled portfolio, contributing to in app guidance, lifecycle campaigns and self serve content
• Use AI tools to draft, personalise and scale customer communications, playbooks and summaries, with review before anything reaches a customer
• Monitor customer health and product usage data, flag risk and adoption signals early, and help build the reporting the team relies on
• Keep customer records and workflow data accurate in Planhat, and identify manual steps that can be automated
• Contribute to renewal preparation by pulling together usage evidence and value stories for the team

Sales rotation, months 10 to 12

• Support the Sales team with pipeline hygiene, opportunity tracking and CRM accuracy
• Research target accounts and contribute to account planning and outreach preparation
• Qualify inbound interest against agreed qualification frameworks and hand over cleanly to the relevant Account Executive
• Sit in on customer conversations, then capture actions, follow ups and next steps
• Apply AI tooling to research, note taking and follow up drafting to speed up the sales cycle

Person Specification

We hire for aptitude, not credentials. There is no degree requirement for this role. We welcome applications from graduates, bootcamp graduates, apprentices, and people who have built relevant capability through work experience or self directed learning. If you can show us how you think and what you have built, that counts.

What We Look For

• AI native ways of working. You already use AI tools to do your own work better and you can explain where they help and where they do not
• Comfort with data. You can work with a spreadsheet or a dashboard, spot what looks wrong, and explain what the numbers mean in plain language
• Clear written communication. You can write something a customer would be happy to receive
• Curiosity. You ask why until you reach the real problem rather than stopping at the first answer
• Commercial interest. You want to understand how the business makes money and how customers get value
• Ownership. You follow things through and you tell people early when something is at risk
• Collaboration. You bring people in rather than working around them

Nice to Have

• Exposure to a SaaS or technology business through a placement, internship or part time role
• Familiarity with a CRM or customer success platform such as Salesforce, Planhat or Pendo
• Any hands on automation or scripting experience, for example Python, Zapier, Make or Excel automation
• Interest in corporate governance, boards or professional services

What Good Looks Like

• Practical experience delivering onboarding and digital engagement for enterprise customers
• Evidence of AI and automation work you have shipped that saved time or improved a customer outcome
• A working understanding of how a B2B SaaS commercial engine operates across Customer Success and Sales
• A clear view of where you want to specialise, backed by real work rather than assumption
• The foundations to move into a Customer Success or commercial role as your next step

Our Values

• Kindness & caring — We celebrate brilliance that comes without big egos or sharp elbows, and we win while raising each other up
• Curiosity & innovation — Entrepreneurship is in our blood. We’re inquisitive, challenge convention, think big, and move fast
• Remarkable quality & service — We take joy from delighting our clients and pride ourselves on ensuring every interaction is exceptional

Benefits

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

Diversity, equity and inclusion

Board Intelligence is committed to building a team that reflects the breadth of experience, background and perspective needed to do this work well. We welcome applications from candidates of all backgrounds and do not discriminate on the basis of age, disability, ethnicity, gender, religion, sexual orientation or any other protected characteristic.

If you need any reasonable adjustments at any stage of the process, please let us know and we will accommodate them.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.