Global Head of Customer Retention

5 days ago


Stockholm, Stockholm, Sweden Mercell Full time

About Us

Mercell is committed to taking care of its employees through initiatives such as hybrid work to support work-life balance, health and insurance plans, pension plans, paid parental leave, social happenings, and competitive salary packages. We're on a mission to revolutionize public procurement, making it more accessible and effortless for both buyers and suppliers.

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.

About the Role
  • Leverage your strategic leadership skills to develop and implement a unified Customer Success strategy across all Mercell markets.
  • Built a scalable and structured approach to drive customer satisfaction, retention, and renewal success.
  • Work closely with cross-functional 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. 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.



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