Customer Success Associate (Sweden)

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.

Our Mission

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

The Role

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 

Onboarding & Implementation  

• 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 

Required Skills and Experience

• Strong communication skills in Swedish, written and verbal
• A genuine interest in customer service and relationship building
• Ability to explain technical concepts clearly and confidently to non-technical audiences
• Comfortable handling customer queries over phone, email, and video calls
• Organised and detail-oriented, with the ability to manage multiple customer interactions at once
• Proactive problem-solver who can troubleshoot and find solutions with guidance
• Team player with the willingness to collaborate across Customer Success, Product, Sales, and Marketing
• Curious and eager to learn, with the motivation to develop a career in Customer Success
• Prior experience in a customer-facing role (support, hospitality, retail, or similar) is desirable but not required
• Familiarity with CRM systems or SaaS tools is a plus, but full training will be provided

• Understanding of customer success metrics: NRR, churn, expansion, health scores 
• Fluent German would be ideal but not essential

We pride ourselves on our great working environment and package. Here’s some of what’s on offer: 

• 25 days of Vacation with Advanced Vacation days  

• Wellness benefits including a wellness hour per week for exercise and up to SEK 2,000 per year for wellness activities  

• Parental leave with 90% salary coverage for up to 6 months (after 1 year tenure)

• Comprehensive insurance including Group Life, TFA Safety and Travel  

• Regular team lunches and fikas  

• ITP1 + Flexpension  

• Vision benefit with free eye test & terminal glasses  

• Tax-free daily allowances for travel