Customer Success Manager

At Mercell were 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. 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 team with ambitious and dedicated colleagues who are passionate about what they do and supported to be themselves.

Together lets shape the future and create real value for society one innovative solution at a time.

Your Mission

As a Customer Success Manager in the Supply Side team 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 and your focus will be on helping customers realize tangible value from Mercells solutions strengthening long-term relationships reducing churn and enabling sustainable partner growth.

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.

• You are fluent in Latvian and/or Lithuanian and can communicate comfortably in English

Start date: As soon as possible
Duration: Full time
Workplace type: Hybrid - working onsite at the office and from home balancing flexibility with collaboration
Location: Tallinn Estonia
Application deadline: 17th of May 2026. Make sure to submit your application as soon as possible - 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!

-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.