Strategic Director of Customer Engagement
2 days ago
About Mercell
Mercell is a technology company on a mission to revolutionize public procurement. With a culture built on trust, collaboration, and continuous growth, we offer an environment where your leadership can make a significant impact.
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.
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.
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.
You will work closely with Sales, Product, and Commercial teams to ensure customer needs are met and monetization opportunities are optimized. A strong commercial acumen is essential for this role, with experience in driving retention, renewals, and customer value realization.
Your Profile- Proven leadership experience in Customer Success, Account Management, or a similar role in a SaaS or subscription-based business.
- Strong data-driven approach to performance management and decision-making.
- Ability to work cross-functionally, influencing stakeholders across different teams and seniority levels.
We offer a unique leadership opportunity to build and scale a Customer Success function across multiple markets. A culture of growth and collaboration awaits you, where your ideas and expertise will have a direct impact. Apply now to take on this high-impact leadership role and help shape the future of Customer Success at Mercell.
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