Group Director of Customer Success
4 days ago
As we continue our transformation, we are looking for a Group Director of Customer Success / Group Director of Account Management to lead, scale, and refine our approach to Customer Success across multiple markets. Our Customer Success team oversees approximately 3000 buy-side customers and 18,000 supply-side customers across our markets in EMEA.
If you are a strategic and hands-on leader who thrives in building processes, structures, and engagement models that drive customer satisfaction and retention, this is your opportunity to shape the future of Customer Success at Mercell.
Your Mission
As Group Director of Customer Success / Group Director of Account Management, you will play a key strategic role in leading and developing our Customer Success function across multiple countries. This role is critical in ensuring customer retention, satisfaction, and growth by aligning processes, best practices, and performance metrics across markets.
You will lead a team of approximately 30 Customer Success Managers (CSMs), split into three geographical teams. The customer success managers are responsible for renewals and ensuring we maximize customer value, driving retention and revenue growth. To attract a broader range of candidates, the title includes CS/AM, as both terms are sometimes used interchangeably in the industry.
What You Will Get The Opportunity To Do
Strategic Leadership & Process Development
- Develop and implement a unified Customer Success strategy across all Mercell markets, ensuring a scalable and structured approach.
- Establish customer engagement models and governance frameworks to drive customer satisfaction, retention, and renewal success.
- Define standardized processes, KPIs, and best practices to improve alignment across markets.
- Lead, mentor, and develop the Heads of Customer Success in each market, ensuring their teams are set up for success.
- Implement performance tracking and regular reviews to ensure customer retention, satisfaction, and revenue growth.
- Foster a culture of collaboration and knowledge-sharing across markets to ensure alignment and continuous improvement.
- Own and drive customer retention and renewal strategies, ensuring teams are aligned with business objectives.
- Oversee the development of proactive renewal processes and engagement strategies to reduce churn.
- Work closely with Sales, Product, and Commercial teams to ensure customer needs are met and monetization opportunities are optimized.
- Use customer data and feedback to inform business decisions, product development, and service improvements.
- Act as a bridge between Customer Success, Product, Support, the Value Delivery team, and Commercial teams, ensuring customer insights drive company-wide decisions.
- Proven leadership experience in Customer Success, Account Management, or a similar role in a SaaS or subscription-based business.
- Strong commercial acumen, with experience in driving retention, renewals, and customer value realization.
- Experience in building and scaling customer engagement models, processes, and governance structures.
- Ability to work cross-functionally, influencing stakeholders across different teams and seniority levels.
- Comfortable navigating organizational transformation and contributing to a company that is evolving.
- Strong data-driven approach to performance management and decision-making.
- A unique leadership opportunity to build and scale a Customer Success function across multiple markets.
- A culture of growth and collaboration, where your ideas and expertise will have a direct impact.
- A team of ambitious and dedicated colleagues who are passionate about making a difference.
- Competitive compensation and benefits, along with opportunities for professional development.
Duration: Full time, Permanent.
Workplace type: Hybrid remote.
Location: Utrecht, Netherlands, Oslo, Norway, Stockholm, Sweden, Copenhagen, Denmark, Helsinki, Finland.
Application Deadline: Applications reviewed on a rolling basis.
What We Offer
As a fast growing technology company, we are committed to taking care of our employees through initiatives such as hybrid work to support work-life balance, health and insurance plans (may differ per country/office), pension plans, paid parental leave, social happenings and competitive salary packages. Please see our perks, benefits and culture for more insights on what to expect when joining Mercell.
If you are ready to take on a high-impact leadership role and help shape the future of Customer Success at Mercell, we'd love to hear from you.
We may carry out background checks on applicants to verify information that appears on CVs and other documentation. This background check is carried out by an external party and is not carried out without the consent of the applicant. Current applicants will receive further information about this.
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