Customer Success Head

16 hours ago


Stockholm, Stockholm, Sweden Mercell Full time
About Mercell

We're a fast-growing technology company dedicated to providing innovative solutions for public procurement. Our team is passionate about making a difference and strives to create a collaborative and supportive work environment.

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 unique opportunity to shape the future of Customer Success at Mercell.

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.
Who We're Looking For
  • Proven leadership experience in Customer Success, Account Management, or a similar role in a SaaS or subscription-based business.
  • Strong commercial acumen, with experience in driving retention, renewals, and customer value realization.
  • Experience in building and scaling customer engagement models, processes, and governance structures.


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