Director Global Customer Success SMB



Intrinsic are hiring on behalf of an exciting, 100-person start up, European headquartered in the Nordics and with global satellite offices.  The company sells to the SMB sector, thus signs up, onboards and provides support for 100’s of new customers a month.

Are you able to work in a fast-paced, high-customer velocity, start up style environment?  

Creating the Customer Success model, team and strategy for SMB?

The company is well-funded and going through a phases of international growth due to increased demand for its B2B eCommerce SaaS solution.

Scaling a team of 10 Customer Success Executives based in various locations, we are seeking to hire a Customer Success Leader.  The team is in high growth mode and could increase to 25 due to hundreds of new customers joining monthly.



  • Create the company’s Global Customer Success strategy
  • Reports into the USA -located, Chief Growth Officer (there is no CCO in the firm)
  • Home / remote / office based role – but ideally Benelux location
  • The main parts of the role involve Customer Success, onboarding and support
  • Establish the key metrics for the CS function
  • Working in close alignment with Sales, identify upsell / cross sell opportunities 
  • Lead and increase the CS team (currently 10 CS Executives based in Europe and North America)


Skills required:


  • B2B SaaS Customer Success Leadership background
  • Ability to work in high-velocity / volume, SMB customer environments
  • Well-suited to a fast-paced, start up SaaS company culture with less structure and constant change!
  • Has implemented Customer Success processes and metrics
  • Highly Analytical and Process driven
  • Outstanding Customer Success leadership skills
  • Experience of working in the B2B eCommerce related solutions space
  • Able and willing to work from home and the company’s office 
  • Provenly designed and executed B2B SaaS Customer Success programs


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