Head of Customer Success

Working at Mercell
At Mercell were 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. Thats what were 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.

Your Mission
Mercell is transforming public procurement and were now entering a new phase of specialization across our Customer Success teams. As part of this journey we are hiring a Head of Customer Success Supply Side for Denmark & the Netherlands.

You will report directly to our Group Director of Customer Success and lead the Customer Success team supporting suppliers in the Danish and Dutch markets private sector businesses using Mercell to find and win public tenders.

This is a strategic and hands-on leadership role focused on reducing churn building stronger customer value delivery and transitioning our CS function from reactive to proactive. Youll work cross-functionally with Sales Marketing and Product to deliver tangible commercial impact while also coaching and transforming the way your team operates.

Core Responsibilities:

• Lead and coach the Supply Side CSM team in Denmark and the Netherlands.

• Build a commercially focused and proactive CSM culture to reduce churn and improve customer retention.

• Collaborate cross-functionally with Sales Marketing Product and Support to enhance the supplier customer experience.

• Refine create and implement scalable CS playbooks rhythms and coaching frameworks to support high customer value delivery at pace in collaboration with the Group Director of Customer Success.

• Take hands-on ownership and responsibility for building a high-performing culture including hiring coaching and performance management to support long-term success.
  

Required Qualifications:

• Proven track record in Customer Success leadership within SaaS or high-velocity B2B environments.

• Track record of coaching teams toward proactive value-based customer engagement.

• Strong coaching and change management skills with experience shifting team behaviors and ways of working.

• Native or fluent in Danish or Dutch and fluent in English.

• Strong commercial mindset and hands-on leadership style.
  

Preferred Qualifications:

• Strong commercial mindset able to drive customer conversations that create value and increase retention.

• Experience in churn reduction NRR improvements or lifecycle journey optimization.

• A builder mindset thrives when operating with limited resources and shaping things from the ground up.

• Resilient and pragmatic can navigate uncertainty lead under pressure and make decisions in complex environments.

• A team-first attitude but with a hands-on and action-oriented leadership style.

Start date: As soon as possible
Duration: Full time
Workplace type: Fully remote
Location: Copenhagen or Amsterdam/Utrecht
Application Deadline: 15.08.2025 . 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 to get more insights on what to expect of perks benefits and culture when joining Mercell.

Has this sparked your interest

Then we cant wait to have you join our mission and looking forward to receiving your application!

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.