Customer Success Manager

Customer Success Manager

Function: Customer Success

Reports to: Vice President, Customer Experience + Specialist Projects Reviewed: 6.2026

Position Summary

As a Customer Success Manager, you will be responsible for managing a portfolio of customers and ensuring their satisfaction and success with our products and services. You will be the primary point of contact for your customers, collaborating closely with them to understand their needs, address their concerns, and provide the guidance and support required to achieve their goals. In addition to developing strong customer relationships and driving adoption and engagement with our Govenda and OnBoard platforms, you will play a key role in identifying and nurturing growth opportunities within your accounts, such as upselling and expanding product usage. You may be responsible for multiple products, including onboarding and migration of customers.

We are looking for candidates in the Eastern or Central time zones to support our global customer base.

Key Responsibilities

Customer Relationship Management: Serve as the primary point of contact for a portfolio of customers, building strong, long-term relationships and understanding their business goals and challenges.

Customer Satisfaction & Success: Ensure customers achieve their desired outcomes by providing proactive support, guidance, and best practices for using our products and services.

Issue Resolution: Address customer concerns and resolve issues promptly, coordinating with internal teams as needed to deliver effective solutions.

Platform Adoption & Engagement: Drive adoption and active engagement with the Govenda platform by conducting onboarding, training sessions, and regular check-ins to maximize value and usage.

Growth & Expansion: Identify and pursue opportunities for account growth, including upselling additional products and services. Develop and execute tailored expansion strategies for each customer.

Business Reviews & Strategic Planning: Conduct regular business reviews with customers to discuss progress, gather feedback, and introduce new features or services that align with their evolving needs.

Migration Management: Lead and support customers through the migration process to a new platform, including planning, timeline management, resource coordination, and ensuring a smooth transition.

Change Communication: Proactively communicate upcoming changes, migration updates, and new platform features to customers, ensuring transparency and preparedness.

Customer Advocacy: Act as the voice of the customer within the organization, providing feedback to product and leadership teams to influence the roadmap and service improvements.

Reporting & Insights: Monitor customer health, usage metrics, and satisfaction scores. Provide regular reports and actionable insights to internal stakeholders and leadership.

Collaboration: Work closely with sales, product, and support teams to ensure a seamless customer experience and alignment on customer goals and growth initiatives.

Renewals Management: Work with customers to minimize product churn and maximize account renewals, supporting the contract renewal process.

Skills and Experience Needed

Bachelor’s degree in business, or a related field, preferred.

5-7 years of experience in a customer-facing role at a B2B SaaS company; managing growing revenue for your book of accounts.

5-7 years experience with cross-functional collaboration including Sales, Customer Experience, Product/Development, and other internal teams.

1+ years experience in managing a book of clients of at least 200.

Exposure to C-Level executives and Legal Teams strongly preferred.

Preferred: Demonstrated knowledge and hands-on experience with artificial intelligence tools and concepts (such as machine learning, NLP, or automation)

Passion for understanding and helping customers solve real-world business challenges by leveraging technology solutions.

Excellent problem-solving and analytical skills, with the ability to identify and address issues in a timely manner.

Ability to manage customer conversations at all levels, including direct or indirect negotiations.

Ability to work independently and manage multiple customer accounts simultaneously.

Experience using Microsoft Office, Salesforce, ChurnZero, or similar systems.

Excellent verbal, written, presentation and project management skills.

Competencies

Accountability

Adaptability

Applied Learning

Business Acumen

Collaboration

Customer Focus

Dealing w/Ambiguity

Decision Making

Driving for Results

Initiating Action

Planning & Organizing

Technical/Professional Knowledge/Skills

About the Company

Boards set the standard for what organizations can achieve. At OnBoard, our board management software helps boards function at a higher level so every organization can make a bigger difference in the world.

Launched in 2011, today, OnBoard serves as the board intelligence platform for more than 5,000 organizations and their 12,000 boards and committees in 60 countries worldwide. With customers in higher education, nonprofit, healthcare systems, government, and enterprise business, OnBoard is the leading board management provider.

OnBoard has grown from a class project at Purdue University in West Lafayette, Indiana in 2003 into the world’s leading board management software platform today. Backed by JMI Equity and the acquisitions of eScribe and Govenda, OnBoard is positioned to become the industry leader in Board Management and Meeting Solutions for private and public sector entities.

Diversity Statement - Culture of Togetherness

At OnBoard, our mission is to encourage and celebrate a culture of togetherness. We acknowledge that uniqueness is powerful, and we welcome, foster, and appreciate all. Diversity, Equity, and Inclusiveness fuel the Pathfinder atmosphere and all our efforts. Our power is in our people and we Pledge 1% to give back to our communities and across the globe.

OnBoard is an equal opportunity employer and committed to a diverse and inclusive working environment. Passageways does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation please email peopleops@passageways.com.

Benefits and Perks

• Fully remote work with company provided equipment (laptop, software, etc.)
• Employment with a growing, casual, fun, philanthropic minded company

US Based Employees

Comprehensive, high-quality medical/prescription drug plan options, as well as dental and vision plan offerings.

An employer contribution to your Health Savings Account (HSA) if you participate in a High Deductible Healthcare Plan.

Medical Flexible Spending Accounts available.

Dependent Care Flexible Spending Accounts available.

Basic life insurance in the amount of $50,000 or 1 X’s your salary (whichever is higher).

Short and long-term disability and Accidental Death and Dismemberment benefits at no cost to you.

401K Retirement Savings Plan with automatic enrollment at the first of the month following 60 days of employment at 5% to help you secure your financial freedom. We offer a generous company match that starts on the first of the month following 60 days of employment. The company match is dollar for dollar on the first 3% of your pay that you contribute and $0.50 on the dollar on the next 2%, for a total match of 4%.

Paid Time Off (PTO)/Holiday

CAN Based Employees

Employer paid Life and Accidental Death Insurance

Contribution to Health Care Spending Account

Dependent Life Insurance

Optional Life Insurance

LTD Insurance

Drug and Paramedical Coverage

Dental Insurance

Vision Insurance

EAP

• AUS Based employees
• Superannuation rate of 12%
• Monthly stipend of $400 AUD to purchase private medical insurance

UK Based Employees (via EPG)

• Pension - Aegon
• Passageways/OnBoard contributes 8% of the employee's basic salary
• Employees can contribute up to 100% of salary subject to max limits
• Enrolled from Day 1 of employment

Private Medical Insurance

Life Assurance

Income Protection

Critical Illness

Employee Assistance Programme

Serious Illness Benefit

Help@Hand

Cashplan

Diversity Statement - Culture of Togetherness

At OnBoard, our mission is to encourage and celebrate a culture of togetherness. We acknowledge that uniqueness is powerful, and we welcome, foster, and appreciate all. Diversity, Equity, and Inclusiveness fuel the Pathfinder atmosphere and all our efforts. Our power is in our people and we Pledge 1% to give back to our communities and across the globe.

OnBoard is an equal opportunity employer and committed to a diverse and inclusive working environment. We do not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Interview Transparency & Technology Disclosure

We use video/audio recordings and artificial intelligence (AI) tools during our interview process to transcribe responses, evaluate skills, and streamline evaluations. Your data is processed securely and handled in line with our Privacy Policy and local data protection laws