Support & Customer Success Specialist (B2B SaaS)

Geniebelt; København; Hybrid; DKK 420,000 - 540,000; Full time

Benefits offered by this job

Hybrid setup in Copenhagen

25 days holiday + feriefridage

Monthly social events

Career growth opportunities

Direct impact on customer experience

Job summary

Geniebelt is seeking a Customer Support & Customer Success Specialist to help SME customers maximize value from the platform. You will handle inquiries via Intercom, coordinate renewals, and own retention initiatives.

You will become a product expert, write clear self-help content, and drive customer growth through targeted outreach while working closely with Sales and Engineering from our Copenhagen base.

Qualifications

• 2–4 years of experience in SaaS, ideally in customer support, customer success or account management.
• Track record of providing excellent customer service and taking ownership of customer issues.
• Strong technical aptitude across software platforms, data and automation; learn new systems quickly.

Responsibilities

• Deliver excellent customer support through Intercom and own inquiries to resolution.
• Coordinate renewals across all accounts and maintain renewal overview.
• Become a product expert and help customers apply Geniebelt to daily workflows; escalate issues with Product/Engineering.

Skills

SaaS experience

Customer support

Customer success

Account management

Intercom experience

HubSpot experience

English fluency

Danish / Nordic language

Strong communication

Tools

Intercom

HubSpot

Job description

Do you love helping customers, solving problems and making technology work for people?

Geniebelt is on a mission to transform construction by accelerating repeatable build. Our SaaS platform helps builders plan, coordinate and manage work across projects through real-time, collaborative workflows.

Today, Geniebelt handles more than 150,000 weekly updates for thousands of active users worldwide. Our ambition is to become the #1 real-time, collaborative scheduling platform for repeatable construction in Europe.

We’re looking for a Customer Support & Customer Success Specialist to deliver excellent support, keep renewals on track and help our small and medium-sized customers get more value from Geniebelt.

The role

Customer support is your first priority. You will also coordinate renewals across all accounts and own retention and expansion for our SME customers.

You will work closely with our Account Executive and Enterprise CSM / Key Account Manager. For enterprise accounts, the account manager owns the relationship, negotiations and commercial decisions.

You will:

• Deliver excellent customer support. Own incoming enquiries through Intercom, provide clear answers and follow issues through to resolution.

• Become a product expert. Help customers apply Geniebelt to their daily workflows, troubleshoot issues and coordinate technical escalations with Product and Engineering.

• Build and maintain our help centre. Write clear, practical support articles and guides, keep them current as the product evolves and turn recurring questions into useful self‑service content.

• Coordinate renewals across all accounts. Maintain an accurate renewal overview, start the process early and manage deadlines, follow‑ups and documentation with the relevant account owner.

• Own SME retention and expansion. Monitor adoption, spot risks early and help customers grow their use of Geniebelt through targeted outreach and automated journeys, giving individual attention where it matters most.

• Turn customer insights into improvements. Identify recurring questions, friction and feature requests, suggest practical solutions and work with the team to improve the customer experience.

• Master Intercom and HubSpot. Become our go‑to person for workflows, automation, reporting and reliable customer data, continuously improving how we use both platforms.

We will set priorities together and make room for proactive customer work alongside day‑to‑day support. You will have experienced colleagues to help with complex issues, commercial decisions and process improvements.

What you bring

• 2 - 4 years of experience in SaaS, ideally in customer support, customer success or account management.

• A track record of providing excellent customer service and taking ownership of customer issues.

• Strong technical aptitude and confidence across software platforms, data and automation. You learn new systems quickly and work comfortably across tools. Experience with Intercom and HubSpot is a strong advantage.

• A systematic, structured approach to your work. You prioritise effectively, keep accurate records and follow through on support requests, customer commitments and renewal deadlines.

• Strong communication and writing skills, with the ability to explain technical topics clearly and turn them into easy‑to‑follow guidance.

• Commercial curiosity. You want to understand our customers’ working day and develop your retention and expansion skills.

• You enjoy solving problems, taking initiative and contributing to a team where people share knowledge and help each other succeed.

• Fluent English and at least one Nordic language, preferably Danish.

• Based in or around Copenhagen.

How we work (and who thrives as a Genie)

Four values shape how we work together:

• Winning mindset. Play to win, know your goals, raise the bar, play the right game.

• Play together. Bring your passion, have each other's back, value feedback, enjoy the ride.

• Curiosity. Stay open, explore new perspectives, try novel ways, learn fast.

• High agency. Step up, take initiative, own it, get it done.

We are building an open, non‑bureaucratic company where everyone can make an impact.

If that sounds like you, you will fit right in.

What we offer

• Real impact: Direct responsibility for the experience, retention and growth of our customers.

• High ownership: The opportunity to shape our support content, customer journeys and use of technology.

• Room to grow: Develop your skills across support, customer success and commercial account management, working closely with experienced colleagues.

• Lean team: Work directly with Sales, Product, Engineering and leadership, with a short path from idea to action.

• Hybrid setup: Three days per week in our Copenhagen office, with flexibility to work remotely on the remaining days.

• Holiday: 25 days of paid holiday plus 5 additional “feriefridage”.

• Social: Monthly social gatherings and outings with the team.