Client Experience Manager

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. From this work we have developed a strong conviction that every board and organisation we work with is materially better off through the use of our scalable software.

At BoardOutlook, you’ll be part of a collaborative team dedicated to making a positive impact on our clients. As a startup, we offer a dynamic environment where growth and ambition are encouraged, and where there’s ample opportunity to expand your role and evolve with the company. You’ll gain unique exposure to some of the most influential boards and senior business leaders in the region. If you’re organised, proactive, and passionate about delivering a seamless client experience, we’d love to hear from you!

BoardOutlook is hiring a Client Experience Manager to help us increase the impact of our board software platform across the largest companies in APAC.

Below we’ve included more detail on:

Why you want to joinBoardOutlook

The role (and you)

Compensation

Hiring process

Location

1. Why you want to join BoardOutlook:

1.1 What we do

BoardOutlook 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 ASX 100 and FTSE 100 to public sector and not-for-profit organisations.

1.2 Working at BoardOutlook

There 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 plan

We have set ambitious targets and are well positioned to pursue rapid global and product expansion. We are already working with clients in the Middle East, North and South America, and Europe.

Joining us now means getting in at a critical stage of growth, where your contributions will have direct influence on our trajectory.

2. The role (and you):

2.1 Role overview

As a Client Experience Manager, you will own the strategic relationship with BoardOutlook’s most senior clients - chairs, directors and company secretaries - ensuring their long-term success with our platform. You’ll act as both a product expert and trusted advisor, helping clients unlock value, deepen engagement, and expand usage.

Key aspects of the Client Experience Manager role include:

Client Relationship Management

- Own the full client journey - from onboarding to renewal - for high-value clients.

• Serve as the first point of contact and build trust-based relationships with senior stakeholders.
• Drive engagement and satisfaction to secure retention and upsell opportunities.

Client Enablement & Strategic Guidance

• Become a go-to expert for functionality and configuration.
• Educate clients on best practices and use cases tailored to their needs.
• Promote relevant modules that extend platform value.

Internal Client Advocacy

• Serve as the client voice internally, translating feedback into actionable insights.
• Liaise with product and engineering to relay high-impact feature requests.
• Represent clients in roadmap planning and feature prioritisation.
• Guide internal stakeholders on how to best serve and retain high-value clients.
• Collaborate with Sales to ensure consistent messaging and alignment across the client journey.

Platform Expertise & Quality Assurance

• Master our platform and flag potential bugs or inconsistencies early to the product team, ensuring a seamless client experience and continuous improvement.
• Support quality assurance testing using your lived experience to validate new features and product uplifts.

Data-Driven Insight

• Monitor usage data to detect risks or growth opportunities.
• Collaborate cross-functionally to refine workflows and service delivery.
• Interpret qualitative and quantitative data, identifying useful insights and communicating them clearly (in verbal and written form).

Operational Excellence

• Ensure seamless client management and issue resolution.
• Maintain accurate records and task tracking in our CRM, HubSpot.
• Establish repeatable processes that scale with our growth.

2.2 Requirements

Experience:

• 3–5 years’ experience in client success, account management, consulting, or professional services
• Relevant tertiary qualification
• Proven ability to deliver value in client-facing roles
• Experience with HubSpot or similar CRM tools (preferred, not required)

Skills & Competencies:

• Collaborative and team-oriented
• Ability to build relationships with senior stakeholders
• Confidence with technology and the ability to learn and adapt to new systems and tools with ease.
• Exceptional attention to detail and organisational capability
• Clear and persuasive written and verbal communication
• Curiosity and a solutions-focused approach

3. Compensation:

Our compensation package for this role is $90k-100k (inclusive of super). We also offer a generous ESOP (share option) grant. The ESOP will give you meaningful financial participation and upside in the success of the business.

4. Hiring Process

4.1 What you can expect from our hiring process

Our hiring process at BoardOutlook is designed to test three areas:

Your capability to deliver on the job requirements, which we'll generally try and test through a short practical test

Your individual approach and drivers, which we'll test through interviews and reference checks

Your cultural fit, which we'll test against our documented target behaviours through interviews and reference checks

For most roles you can expect to undertake three interviews plus a practical test. We respect your time in applying for a job, so you can expect rapid decisions after each phase - we typically try and get back to you in days rather than weeks.

4.2 How to apply

To apply for this role we are asking you to submit a short email with a written outline of your relevant experience – this can be an attached CV.

In the current age of AI, there’s no reason not to have a compelling cover letter customised to BoardOutlook. We expect you to use AI on the job, so please leverage this in your application.

Please send your application including these details to [email protected] – Please make sure you include “Client Experience Manager” within the subject line of your email.

We’re truly grateful for your interest — if it looks like there’s a strong match, we’ll be in touch to invite you to the next stage!

4.3 Sponsorship

BoardOutlook will only consider candidates with full working rights in Australia and will not be sponsoring visas.

5. Location

Our offices are located in East Melbourne. This role is hybrid with three days a week required in office to collaborate with the broader team.