Customer Success Manager

At Board, we power financial and operational planning solutions for the world’s best brands. Thousands of enterprises use our technology to optimize resources, drive growth, and ensure profitability. With advanced analytics and forecasting, plus AI-driven insights, customers transform complex, real-time data into actionable intelligence.

What’s been key to our success? Our people—we value everyone’s unique perspective and energy they bring to the organization. We collaborate openly across teams and borders. We embrace a growth mindset to get results. And we celebrate shared success as goals and milestones are achieved.

Ready to join a team where innovation meets collaboration? If you're driven by bold ideas and a customer-centric mentality, your next adventure starts here

We are looking for a resourceful **Customer Success Manager**to join our Customer Success team.

As a Customer Success Manager, you are primarily accountable for the successful deployment, user adoption and ongoing health of your customer portfolio. As an integral member of the account team, you will partner with our Key Account Managers to ensure we are maximizing the value the platform delivers to our customers and work with Professional Services and Partner Success teams to ensure the customer is enabled and delighted with Board solutions. As the primary customer contact for any platform challenges, you will manage escalations through our Support team with customer satisfaction and advocacy in focus.

We embrace flexibility through a hybrid working schedule, with 3 days at the office and 2 days working from home each week, fostering a balance of collaboration and productivity.

**Strategic objectives**
- Drive adoption, value realization and ROI throughout your portfolio of customers and build a trusted advisor relationship to facilitate successful renewals and identify expansion pipeline
- Facilitate the communication between customers and internal Board teams such as Sales, Support, Community, and Product - and external teams via our Partner network.
- Safeguard high CSAT/NPS scores, improving customer relationships to reduce detractors and passives
- Play a pivotal role in ensuring the company meets Targeted Gross Renewal Rates and Targeted Net Retention Rates

**Customer adoption**
- Enable Customers to achieve business transformation with Board, helping them to map their business goals to the platform capability
- Guide and assist Customers to secure strong adoption
- Promote and support engagement with Board through community usage, user groups, event participation (e.g. Board Days, Customer Advisory Boards, Board Mastery Programs, local and virtual user groups)
- Proactively monitor customer end user adoption and sponsorship through regular check-ins, building action plans to remedy if needed

**Implementation**
- Work with our project delivery teams to ensure the outcome achieves the Customer’s desired business impact and that service quality exceeds expectations
- Build a success plan to ensure the solution aligns with customer priorities, guiding them back to the path when needed throughout the journey
- Empower customers to create self-sufficiency and internal expertise, using Board’s trusted PRIME implementation methodology as appropriate
- Mediate technical/platform issues between customer and delivery/support teams as necessary

**Essential requirements**
- Minimum 1-2 years of experience/functional knowledge in Enterprise Planning SaaS and/or 1-2 years of experience of functional expertise in a focus line of business (FP&A, SPM, Supply Chain, Workforce Planning, etc).
- Ability to manage and support your own book of business
- Professional curiosity and a proactive customer driven mentality
- Technical aptitude and high business acumen
- Account management or customer services background
- 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
- Fluency in English; native or bilingual proficiency in French

**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
**Board International is an equal opportunity employer and is committed to a diverse and inclusive workforce.**

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