Senior Manager, Client Experience (12-month maternity leave cover)

BoardOutlook was founded in 2019 on the belief that we could build software to help more boards become great boards, for the collective benefit of directors, shareholders, employees and society as a whole. Since that time, we have worked with hundreds of boards and thousands of directors.We’re now looking for someone to lead our Client Experience team for a 12-month maternity leave cover, ensuring we deliver exceptional and scalable support to boards, foster client loyalty, drive product value, and strengthen board effectiveness. This role is ideal for someone who:Has significant relevant experience in customer success and/or client management roles.Could confidently deliver an exceptional end-to-end journey for clients.Excels in building trusted relationships and driving client outcomes through insight, empathy, and strategic partnership.Thrives in a growing business where they can shape how things are done and contribute to something that truly matters.Below we’ve included more detail on:Why you want to work for BoardOutlookAbout the role (and you)LocationCompensationAbout our hiring processHow to apply1. Why you want to work for BoardOutlook1.1 What we doBoardOutlook is a board performance platform designed specifically to enhance board effectiveness. Through rich diagnostics and powerful analytics, we provide boards with a holistic overview of their performance, helping them to understand areas for improvement and areas to optimise. We deliver hundreds of board performance processes globally and our clients range from large listed companies at the top of the FTSE 100 and ASX 100 to public sector and not-for-profit organisations.1.2 Working at BoardOutlookThere are five values that form the foundation of our team ethos. Everyone we work with must display:Simplicity: We prioritise simplicity and reduce complexity.Attention to detail: 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.The stronger the points above describe you and the kind of people you like to work with, the more likely it is you'll succeed at BoardOutlook.1.3 Ambitious growth planWe have set ambitious targets and are well positioned to pursue rapid global and product expansion. We are already working with clients in the UK, Middle East, APAC, North America, South America and Europe. Joining us now means making an impact at a critical stage of growth, where your contributions will have direct influence on our trajectory.2. About this role2.1 Why we’re hiring a Senior Manager, Client ExperienceAs BoardOutlook continues to grow at pace, and expand its impact across leading organisations globally, we need an experienced leader to maintain momentum in delivering an exceptional end-to-end client journey and build trusted relationships with senior stakeholders.The Senior Manager, Client Experience will lead the Client Experience team globally. They will take responsibility for deepening relationships with boards, improving the customer journey, and helping clients realise the full value of our platform and services. They will ensure we remain a trusted partner to boards and company secretaries by maintaining professional excellence, improving systems for scale, and driving measurable impact.2.2 What your first three months will look likeWe expect you to deliver meaningful outcomes early. In your first 90 days, you will:Lead a global Customer Experience team, including oversight of delivery of all client processes (including processes with BoardOutlook partners) globally, and execution of function strategy Build strong relationships with current clients, especially Chairs, Company Secretaries, and Directors, understanding their needs and ensuring ongoing value delivery.Deeply familiarise yourself with the BoardOutlook platform and internal processes.Continuously review and optimise the client journey to ensure seamless, valuable, and scalable processes across segments.Support and guide the team, ensuring workloads are well managed, client expectations are exceeded and development goals are clear.Collaborate with product, sales, and finance teams to align on client feedback, new product rollouts, and market messaging.Track client engagement and satisfaction metrics, identifying key insights and opportunities for improved retention and advocacy.3. About youWe’re looking for someone with a strong track record in client experience, customer success, or account management leadership, ideally with a minimum of 5+ years of experience working with high-level B2B clients or senior stakeholders (experience working with board members or C-suite leaders is a bonus!)You will also bring: A Strong client-centric mindset and a passion for helping clients achieve meaningful outcomes.Experience leading and supporting high-performing teams in a fast-paced, service-focused environment.Confidence in leading presentations with senior audiences.Strong operational discipline and ability to design and implement scalable client processes.Excellent attention to detail and organisational skills, with a hands-on approach to delivery.A commercial mindset with the ability to spot new opportunities and drive retention.4. LocationThis is a Melbourne based role, we expect you to be in the office 3 days per week.We are only considering candidates with full working rights in Australia5. CompensationOur compensation package for this role is $140,000 + Super . We also offer a generous ESOP (share option) grant for permanent employees. The ESOP gives employees meaningful financial participation and upside in the success of the business.6. Hiring processOur hiring process is designed to test three things:Capability to deliver on the role requirements (including a short practical test).Approach and drivers, explored through interviews and references.Cultural fit, tested against our target behaviours.You can expect three interviews plus a short practical test. We respect your time and typically get back to candidates within days, not weeks.7. How to applyTo apply, please send a short email with your CV and a written outline of your relevant experience to talent@boardoutlook.com. Please include “Senior Manager, Client Experience” in the subject line.