Director of Customer Success

Director of Customer Success Working at Mercell 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 This is an opportunity to shape the future of Mercell and elevate how we partner with our customers across Europe. As Director of Customer Success at Mercell, you will be part of our Commercial Leadership Team and report to the Chief Customer Officer (CCO). You will lead an international Customer Success organization of around 30 people, responsible for driving customer adoption, value realization, retention, and long-term growth across our supplier and public sector customer base. You will play a pivotal role in transforming Customer Success into a scalable, data-driven growth engine ensuring our customers achieve measurable impact through Mercell’s solution. You will also lead teams across multiple markets, setting the strategic direction, building operational excellence, and empowering managers and CSMs to deliver world-class customer experiences. As part of the leadership team, you will help shape how Mercell grows, ensuring that customer value, product feedback, and commercial excellence remain at the core of everything we do. Core Responsibilities Own and drive the end-to-end Customer Success strategy, including onboarding, adoption, retention, renewals and expansion across markets Lead, develop, and scale an international team of Customer Success Managers, building a strong culture of accountability and growth Partner closely with Sales, Product, RevOps, Marketing, Value Delivery and Support to ensure seamless customer journeys and a unified go-to-market approach Develop our success metrics and dashboards across retention, NPS, expansion, adoption, and value realization Translate customer insights into actionable feedback that influences product roadmap and commercial strategy Build scalable processes and tools that enable customer growth while maintaining efficiency and quality at scale Act as a senior customer advocate and executive sponsor for key strategic accounts Required Qualifications Strong experience (ideally 6+ years) in Customer Success or commercial leadership roles within SaaS, tech, or complex service environments Proven track record of building and leading high-performing, multi-market teams Strong commercial acumen with experience driving adoption, renewals, expansion, and retention growth Deep understanding of SaaS customer lifecycles, adoption frameworks, and value realization models Highly analytical mindset with experience using data to drive strategy, forecasting, and operational improvement Excellent stakeholder management skills, including senior leadership and external executive-level customers Fluent in English Preferred Qualifications Understanding of the public procurement sector Fluency in one or more Nordic languages is a plus 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: Copenhagen, Denmark or Stockholm, Sweden, or Oslo, Norway or Utrecht, Netherlands Application Deadline: 15 August 2026. However, do not wait to submit your application - we will read applications and talk to potential candidates as we receive them What we offer As a fast growing technology company, we are committed to taking care of our employees through initiatives such as hybrid work to support work-life balance, health and insurance plans (may differ per country/office), pension plans, paid parental leave, social happenings and competitive salary packages. Please see https://career.mercell.com/pages/perks-benefits to get more insights on what to expect of perks, benefits and culture when joining Mercell. Has this sparked your interest? Then we can't wait to have you join our mission and looking forward to receiving your application! -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. Department Customer Success Locations Stockholm , Copenhagen , Utrecht , Oslo Remote status Hybrid Stockholm Copenhagen Utrecht Oslo About Mercell Mercell is the largest public tendering and bidding platform for European buyers and suppliers, dedicated to enhancing connectivity between public buyers and suppliers. We make tenders compliant and easy, while enabling equal opportunity for all suppliers to the public sector. At Mercell, we're on a mission to revolutionise 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.