Customer Success Manager
Here at Board, we have reinvented how companies see, plan, analyse and run their businesses. Our platform allows our customers to uncover new insights, connect their strategy to their plans, and work in ways they had not previously thought possible. We’re growing fast, constantly innovating, and couldn’t be prouder to help our customers move forward with confidence in a sophisticated and changing world.

We are looking for forward-thinking people who bend over backward to put customers first. Individuals who thrive on challenge and are ready to grasp the opportunity of a lifetime. Because we fundamentally believe every colleague brings unique value to our whole. We are a workplace where each person feels seen, heard, and valued, and can contribute their unique talent to our collective effort. We believe that for ourselves and for our customers.

We want you to think big and act bold through expressing your authentic best self! Board is looking for a tenacious Customer Success Manager to join our Customer Success team. This is a stellar opportunity to get involved in a highly visible, fast scaling SaaS cloud company. This role is an immediate full-time position. If you’re ready to roll up your sleeves and tackle unique problems that no one else is solving, keep reading.

Board is changing the way companies plan and this isn’t Customer Success as usual. We’re looking for team members who can’t sit still and are always thinking about improving the customer and partner experience. Do you enjoy diving into issues and solving problems? Are you detail-oriented yet able to communicate at a high level? Do you enjoy knowing that your work has significantly improved your client’s life? Do you have the personality, the systematic approach, and the skills to align internal, external and partner organisations through the customer journey? If so, this job is for you.

Come see for yourself what an exciting place to work looks like!

Your Impact

As a Customer Success Manager, you are primarily responsible for the successful deployment, user adoption and ongoing health of our customers and their Board solutions. Acting as a key contact for customers, you will work alongside our Partners and Professional Services team to ensure that the customer is trained, has a successful implementation as well as manage their ongoing health and adoption to ensure Board is delivering high ROI. As the primary customer contact for any platform challenges, you will handle escalations and ensure customer satisfaction.

Strategic objectives

• Handle a portfolio of customers with a key aim to maximise the Customers ROI and secure contract renewal
• Be the primary Board point of contact and customer trusted adviser during the customer life cycle

• Work as part of an account team and utilise your internal resources to execute on the account strategy
• Spot opportunities to create sales pipeline and grow the account
• Connect the customer to other areas of Board as needed including the Board Product, Support, Community, Sales, as well as our partner network.

Customer adoption:

• Proactively monitor customer end user adoption and sponsorship; build action plans to remedy if needed.
• Guide and support Customers to secure strong adoption
• Work closely with Customers to align Platform Expansion plans to key business objectives
• Enable Customers to achieve business transformation with Board, helping them to map their business goals to the platform capability
• Promote and support engagement with Board through community usage, user groups, event participation (e.g. Board Days, Board Mastery Programs, local and virtual user groups)

• Educate Customers on our Platform Roadmap
• Run regular scheduled customer check-ins

Implementation

• Work with our Customers, Partners, and Professional Services team to ensure implementation success and service quality exceeds customer expectations.

• Coach customers to create and manage a delivery model and change management framework to support their Board journey
• Support and collaborate with Board partners
• Mediate to resolve all technical/platform issues with existing implementation Partners and internal support teams.
• Handle issue escalation
• Ensure proactive ticket deflection

• Advocate our model building best practices with your customers.

Results of all above

• 
  Safeguard high CSAT/NPS scores; improve customer relationships to reduce detractors and passives

Essential Skills

• Customer first mentality
• Proactive attitude
• Ability to react with urgency, and remain calm under pressure
• Strong project and program management experience

• Ability to multi task and prioritise
• Run your own business mentality & drive
• Strong troubleshooting and problem solving skills
• Curiosity
• Account management or client services background

• Adapts well to change and flexible
• Strong communication skills with the ability to communicate and translate technical information to all
• Run and support your own book of business
• Able to leverage technology to handle their customer portfolio
• Model building, forecasting and other applicable experience

• Planning and modelling experience a plus
• Technical interest and bias

Our Commitment to Diversity and Inclusion

Build your job in a place that thrives on diversity, inclusion, and belonging. We believe in maintaining a working experience in which all people are respected and valued, regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes people unique. We hire you for who you are, and we want you to bring your true self to work every day!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
Board International is an equal opportunity employer and is committed to a diverse and inclusive workforce. Your personal data will be stored for as long as it is necessary to process the job applications that you submitted and for the provision of the service that you requested. Your personal data may also be processed for the fulfillment of the obligations provided for by law. Your data will in any case be deleted without unjustified delay once the aforementioned legal obligations have been fulfilled. Your personal data are collected and used by Board International SA and/or its subsidiaries that are located in the EU or outside on the basis of the appropriate safeguards provided by the European Regulation 2016/679. At any time you may request to access, to correct and/or delete your personal data used by Board International SA or by its subsidiaries for recruiting purposes. For further question, please refer to our Privacy Policy at https://www.board.com/en/privacy-policy 8L60gd7yVZ