Join our Customer Success Manager (Supply Side) teams! - Mercell

Mercell Danmark A/S; Odense; On-site; DKK 600,000 - 800,000; Full time

Job summary

Mercell Danmark A/S is looking for a Customer Success Manager in Odense to shape partnerships with supplier customers. This role emphasizes a proactive, value-driven approach, guiding customers in responding to public tenders.

Your responsibilities include managing a customer portfolio, resolving issues, and enhancing product adoption in a hybrid work setting. A background in Customer Success or Account Management and fluency in English and a Nordic language are essential.

Qualifications

• 3+ years of experience in Customer Success, Account Management, or a similar client-facing role.
• Fluency in English and at least one Nordic language.
• Experience with CRM and Customer Success tools.

Responsibilities

• Manage a defined customer portfolio and build trusted relationships.
• Resolve customer issues and drive product adoption.
• Partner with Sales, Product, and Marketing on renewals and customer feedback.

Skills

Relationship-building

Problem-solving

Data-driven mindset

Stakeholder communication

Tools

HubSpot

Jira

Job description

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 in your region, your focus will be on helping customers realize tangible value from Mercell’s 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.
• Fluency (written and spoken) in English and at least in one of the following languages: Swedish, Norwegian, Danish, German, Latvian, Lithuanian, Estonian

Locations

Sweden, Denmark, Norway, Germany, Estonia. Hybrid workplace (working onsite at the office and from home), balancing flexibility with collaboration.

Employment type

Full-time

EEO Statements

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.