Customer Success Associate (sweden)

Customer Associate

Board Intelligence is a technology and advisory firm that supercharges boards with the science of board effectiveness. We build better businesses and benefit society.

Through a suite of AI-powered software tools, evaluation frameworks, and advisory services that distil twenty years of boardroom experience, we improve the efficiency of board processes and the effectiveness of boards.

We work with over 70,000 leaders and 3,000 organisations across the world, with clients across the Fortune 500, FTSE 100, and OMX 30. In 2024 we received substantial backing from K1 Investment Management – the leading B2B Enterprise SaaS investors. We are at the beginning of significant growth, and we're looking for superb talent to join us on this journey.

As we grow, we're fiercely protective of our culture and values. Many of us, including our founders, have families and other priorities, so we know the value of a supportive company.

The team is diverse and friendly. We value fun: most days you'll find a social event or learning opportunity to get involved with, including company socials, away days, philanthropic activities and lunch & learns.

We unleash the potential of organisations through the science of board effectiveness, building better businesses and benefiting society.

As Customer Associate, you will join our newly integrated Swedish commercial team in Stockholm, getting involved in handling the full customer lifecycle - from new customer acquisition through onboarding to adoption and existing customer growth and support. This is an excellent opportunity for gaining broad commercial experience across sales, customer success and support functions in a dynamic SaaS environment.

You'll combine operational excellence and customer focus to deliver value to customers, high levels of customer satisfaction and growth in revenue. You'll also work on building a sustainable, scalable team by optimising the use of AI and automation across the customer journey.

Main Responsibilities

Customer Support & Success

• Conduct customer onboarding sessions for new accounts
• Guide customers through product features and initial setup

Ongoing Customer Management

• Handle inbound customer inquiries via phone and email
• Conduct regular check-in calls with assigned accounts
• Monitor customer health metrics and proactively identify at-risk accounts
• Troubleshoot technical issues and provide product guidance

Account Retention & Growth

• Manage contract renewals and identify expansion opportunities
• Cross-sell additional features or services to existing customers
• Document customer feedback and feature requests

Collaboration & Process Improvement

• Work closely with Product and Technical teams on issue resolution
• Contribute to product roadmap development based on customer insights
• Support automation initiatives to improve efficiency

Sales Support

• Support the sales team when necessary with responding to leads and uncovering customer needs
• Maintain CRM data accuracy and lead tracking
• Support marketing activities including newsletters and webinars