Customer Success Manager

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.

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

Your Mission

As a Customer Success Manager at Mercell youll 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 youll 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 youre energised by ownership thrive on building lasting relationships and love turning satisfied customers into genuine advocates this is a role where youll see the impact of your work directly in retention in growth and in the success of the customers you champion.

Core Responsibilities

• 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).

• Assess prioritize and resolve cases efficiently and consistently based on established processes.

• Ensure cases are handled according to approved playbooks policies and best practices.

• Deliver low-touch structured customer engagement through standardized responses templates and automated touchpoints.

• Guide customers to relevant self-service resources documentation and training materials to encourage independence and adoption.

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

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.