Leadership Director of Customer Growth

24 hours ago


Stockholm, Stockholm, Sweden Mercell Full time
About Mercell

We are on a mission to revolutionize public procurement, making it more accessible and effortless for both buyers and suppliers. With a culture built on trust, collaboration, and continuous growth, we offer an environment where your leadership can truly make an impact.

Job Overview

We are seeking 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.

Key Responsibilities
  • 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.
Team Leadership & Performance Management
  • 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.
Cross-Functional Collaboration
  • 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.


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