Global Customer Strategist

2 days ago


Stockholm, Stockholm, Sweden Mercell Full time
About Mercell

We believe that great things happen when talented individuals come together to achieve a common goal. As a member of our team, you'll have the opportunity to work with a diverse group of professionals who share a passion for innovation and excellence.

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. This is a high-impact leadership role that will play a key strategic role in leading and developing our Customer Success function across multiple countries.

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.
What You'll Get 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.
  • 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.


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