Customer Success Manager (Supply Side) - Talent Pool

Working at Mercell

At Mercell, we’re on a mission to revolutionize public procurement by making it accessible and effortless for everyone involved. Imagine a world where public buyers and visionary suppliers come together seamlessly to make great deals easier and shape the future. That's what we’re all about. With a dynamic culture built on continuous growth, trust, and collaboration, Mercell offers an environment where your talents can thrive. You will be part of an international team with ambitious and dedicated colleagues who are passionate about what they do and supported to be themselves.

Together, let's shape the future and create real value for society, one innovative solution at a time.

Your Mission

As a Customer Success Manager – Supply Side, you will play a key role in shaping how Mercell partners with its supplier customers. This role reflects the evolution of Customer Success at Mercell moving to a more proactive, value-driven partnership that brings us closer to our customers and their everyday challenges.

You will support suppliers in finding, responding to, and winning public tenders, while working closely with them to understand their business goals and success drivers. As part of the Customer Success team, reporting to the Customer Success Team Lead in your region, your focus will be on helping customers realize tangible value from Mercell’s solutions, strengthening long-term relationships, reducing churn, and enabling sustainable partner growth.

This is a talent pool, and we will be reviewing applications on an ongoing basis, if you’re passionate about customers, impact, and long-term partnerships, we’d love to hear from you.

Core Responsibilities

• Manage a defined customer portfolio, including scaled or high value strategic accounts
• Build trusted relationships with key stakeholders and act as a strategic advisor for high-value customers
• Own and resolve customer issues (onboarding, billing, contracts, access) via HubSpot, Jira, or similar tools
• Drive product adoption and clearly communicate customer value and outcomes
• Ability to deliver low-touch, digital-first customer engagement
• Contribute to renewal readiness by ensuring customer questions, blockers, and risks are addressed well ahead of renewal cycles.
• Partner with Sales, Product, Value Delivery, and Marketing on renewals, expansion, and customer feedback
• Act as the ''Voice of the Customer'' to inform product and process improvements

Required Qualifications

• Demonstrated experience (ideally 3+ years) in Customer Success, Account Management, or a similar client-facing role within SaaS in a B2B environment.
• Excellent relationship-building, stakeholder communication and problem-solving skills.
• Proven ability to prioritize and manage multiple accounts with a focus on value delivery and retention.
• Data-driven mindset with experience using ticketing systems, CRM and Customer Success tools.
• Comfortable working in a fast-paced, evolving environment.
• Familiarity with subscription-based business models and customer lifecycle management.
• Fluency (written and spoken) in English and at least in one of the following languages: Swedish, Norwegian, Danish, German, Finnish

Locations: Sweden, Denmark, Norway, Germany, Finland

Hybrid workplace (working onsite at the office and from home), balancing flexibility with collaboration.

Has this sparked your interest?

Apply now and join our team!

This is a talent pool, there is no fixed application deadline — we will review applications continuously.

By applying, your profile will be considered for upcoming opportunities that match your skills, experience, and interests. We will keep you updated accordingly throughout the process.

• Mercell is an equal opportunity employer. We welcome applications from candidates of all backgrounds and experiences.
• Mercell handles all personal data in line with GDPR and our Privacy Policy.
• Mercell does not provide relocation support. We are seeking candidates who are already based in, or have existing work authorization for, the country where the role is located.
• Mercell may carry out background checks on applicants to verify information that appears on CVs and other documentation. This background check is carried out by an external party and is not carried out without the consent of the applicant. Current applicants will receive further information about this.