Group Director of Customer Success
Group Director of Customer Success
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1 Vacancy
Job Description
At Mercell were on a mission to revolutionize public procurement making it more accessible and effortless for both buyers and suppliers. With a culture built on trust collaboration and continuous growth we offer an environment where your leadership can truly make an impact.
As we continue our transformation we are looking for a Group Director of Customer Success / Group Director of Account Management to lead scale and refine our approach to Customer Success across multiple markets. Our Customer Success team oversees approximately 3000 buyside customers and 18000 supplyside customers across our markets in EMEA.
If you are a strategic and handson leader who thrives in building processes structures and engagement models that drive customer satisfaction and retention this is your opportunity to shape the future of Customer Success at Mercell.
Your Mission
As Group Director of Customer Success / Group Director of Account Management you will play a key strategic role in leading and developing our Customer Success function across multiple countries. This role is critical in ensuring customer retention satisfaction and growth by aligning processes best practices and performance metrics across markets.
You will lead a team of approximately 30 Customer Success Managers (CSMs) split into three geographical teams. The customer success managers are responsible for renewals and ensuring we maximize customer value driving retention and revenue growth. To attract a broader range of candidates the title includes CS/AM as both terms are sometimes used interchangeably in the industry.
What You will get the opportunity to do:
Strategic Leadership & Process Development
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.
Team Leadership & Performance Management
Lead mentor and develop the Heads of Customer Success in each market ensuring their teams are set up for success.
Implement performance tracking and regular reviews to ensure customer retention satisfaction and revenue growth.
Foster a culture of collaboration and knowledgesharing across markets to ensure alignment and continuous improvement.
Customer Retention Renewals & Growth
Own and drive customer retention and renewal strategies ensuring teams are aligned with business objectives.
Oversee the development of proactive renewal processes and engagement strategies to reduce churn.
Work closely with Sales Product and Commercial teams to ensure customer needs are met and monetization opportunities are optimized.
Customer Insights & CrossFunctional Collaboration
Use customer data and feedback to inform business decisions product development and service improvements.
Act as a bridge between Customer Success Product Support the Value Delivery team and Commercial teams ensuring customer insights drive companywide decisions.
Who are you
We are looking for a visionary leader with a strong commercial mindset who thrives in fastchanging highgrowth environments.
Proven leadership experience in Customer Success Account Management or a similar role in a SaaS or subscriptionbased 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.
Ability to work crossfunctionally influencing stakeholders across different teams and seniority levels.
Comfortable navigating organizational transformation and contributing to a company that is evolving.
Strong datadriven approach to performance management and decisionmaking.
Why become a Mercellian
At Mercell you will be part of an international and dynamic work environment where your leadership will shape the future of Customer Success. We offer:
A unique leadership opportunity to build and scale a Customer Success function across multiple markets.
A culture of growth and collaboration where your ideas and expertise will have a direct impact.
A team of ambitious and dedicated colleagues who are passionate about making a difference.
Competitive compensation and benefits along with opportunities for professional development.
Start date: As soon as possible.
Duration: Full time Permanent.
Workplace type:Hybrid remote.
Location: Utrecht Netherlands Oslo Norway Stockholm Sweden Copenhagen Denmark Helsinki Finland.
Application Deadline: Applications reviewed on a rolling basis.
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 worklife balance health and insurance plans (may differ per country/office) pension plans paid parental leave social happenings and competitive salary packages. Please see to get more insights on what to expect of perks benefits and culture when joining Mercell.
If you are ready to take on a highimpact leadership role and help shape the future of Customer Success at Mercell wed love to hear from you.
We 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.
Employment Type
Full Time
