Customer Success Manager

At Mercell, we're on a mission to revolutionize public procurement, making it accessible and effortless for everyone involved. Imagine a world where public buyers and visionary suppliers come together seamlessly to make a great deal 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 environment 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 at Mercell, you'll own a portfolio of supplier customers across Europe with a focus on the Swedish market, the businesses who rely on our platform to discover, access, and win public tenders. Your mission is to make sure they get real, measurable value from Mercell every single day. That means building genuine relationships and becoming a trusted partner your customers turn to; spotting the early signals of churn and acting before it happens; and uncovering the moments where customers are ready to grow, so you can open the door to new opportunities. Above all, you'll be the person who ensures every customer in your portfolio realises the full potential of what Mercell can do for them helping them win more, work smarter, and see us as essential to their success. If you're energised by ownership, thrive on building lasting relationships, and love turning satisfied customers into genuine advocates, this is a role where you'll see the impact of your work directly in retention, in growth, and in the success of the customers you champion. Core Responsibilities

• Own a portfolio of supplier customers across your markets, acting as their primary point of contact and trusted advisor throughout the customer lifecycle
• Proactively identify customer friction points by leveraging HubSpot data and channel actionable feedback to Product team to directly shape the roadmap and service experience.
• Drive retention and growth by identifying expansion opportunities within your portfolio and collaborating with Sales to act on them
• Build and maintain strong relationships with key customer stakeholders, ensuring they see consistent value from the Mercell platform
• Own and resolve defined categories of customer issues raised via HubSpot, Jira, or similar systems (e.g. onboarding, billing questions, contract terms, access issues, product transitions).

Required Qualifications

• Experience (ideally 2-3 years) in Customer Success, Account Management, Customer Support, Operations, or another client-facing SaaS role.
• Strong ability to build deep knowledge within defined functional or product areas.
• Excellent written communication skills, with the ability to explain complex topics clearly and concisely.
• Experience working with ticketing systems, CRM tools, and digital workflows.
• Comfortable working in a high-volume, fast-paced environment with clear processes and SLAs.
• Fluent in Swedish, Dutch and English.

Preferred Qualifications

• Fluency in additional European languages is a plus.
• Strong communication skills with the ability to build trust and engage effectively with customers and internal stakeholders
• Highly disciplined and structured, able to manage priorities, follow through consistently, and work with strong attention to detail
• Analytical and solution-oriented mindset, able to identify risks, patterns, and opportunities quickly
• Flexible and adaptable, comfortable working in a fast-paced environment with changing priorities
• Customer- and service-minded, with a proactive approach to problem-solving and delivering value

Start date: As soon as possible Duration: Full time Workplace type: Hybrid - working onsite at the office min. 3 days and from home, balancing flexibility with collaboration Location: Sweden, Stockholm Application Deadline: 01.10.2026. However, do not wait to submit your application - we will read applications and talk to potential candidates as we receive them