
Director of Customer Success and Growth
14 hours ago
Mercell is a leading public tendering and bidding platform that connects European buyers and suppliers, enhancing connectivity and making tenders compliant and easy to navigate. We strive to provide equal opportunities for all suppliers in the public sector.
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.
Your 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.
You will also be responsible for leading, mentoring, and developing the Heads of Customer Success in each market, ensuring their teams are set up for success. Additionally, you will implement performance tracking and regular reviews to ensure customer retention, satisfaction, and revenue growth.
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Customer Retention and Success Expert
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