Customer Retention and Success Expert

17 hours ago


Stockholm, Stockholm, Sweden TN Sweden Full time
Strategic Leadership Opportunity

We are seeking an experienced leader to join our team as Group Director of Customer Success / Group Director of Account Management. As a strategic leader, you will be responsible for developing and implementing a unified Customer Success strategy across multiple markets, ensuring customer retention, satisfaction, and growth.

In this role, you will lead a team of approximately 30 Customer Success Managers (CSMs), who are responsible for renewals and maximizing customer value. You will work closely with Sales, Product, and Commercial teams to ensure customer needs are met and monetization opportunities are optimized.

Your 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 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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