Customer Success Manager

Mercell; Helsinki; Hybrid; EUR 52,000 - 66,000; Full time

Benefits offered by this job

Hybrid work

Health and insurance plans

Pension plans

Paid parental leave

Social events

Competitive salary

Job summary

Mercell is seeking a Customer Success Manager to serve Finnish public sector customers, guiding adoption of Mercell solutions, managing renewals, and driving sustained value. You will build trusted partnerships, monitor churn signals, and uncover growth opportunities to keep customers who win more and work smarter with Mercell.

The role emphasizes ownership, relationship-building, and measurable impact on retention and growth. Remote or hybrid work is available, with Helsinki-based opportunities.

Qualifications

• 3+ years in a Customer Success, Account Management, or similar customer-facing role within a SaaS environment.
• Experience working with public sector organizations, complex multi-stakeholder environments, or public procurement processes.
• Comfortable using CRM and CS tools; HubSpot experience is a strong plus.
• Full professional fluency (written and spoken) in Finnish and English.

Responsibilities

• Act as the main point of contact throughout the customer lifecycle from onboarding to renewal.
• Drive product adoption, ensuring customers achieve their desired outcomes with Mercell solutions.
• Proactively identify opportunities to enhance customer value, including risk mitigation and growth pathways.
• Collaborate with Sales, Product, Support, and other teams to ensure seamless customer experience and continuous improvement.
• Represent the Voice of the Customer internally, providing insights that influence product and service enhancements.
• Build and maintain strong, long-term relationships with a portfolio of buy side Finnish customers.

Skills

Customer Success

Account Management

CRM Tools

HubSpot

Tools

HubSpot

Job description

At Mercell, we're 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. That's what we're 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, let's shape the future and create real value for society, one innovative solution at a time.

Your Mission

As a Customer Success Manager your mission is to serve as a trusted advisor to Mercell's public sector Finnish customers, proactively guiding them to effectively use Mercell's solutions, driving product adoption, managing renewals, and ensuring long-term value creation and partnership sustainability.

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, you'll be the person who ensures every customer in your portfolio realizes 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 you're energized by ownership, thrive on building lasting relationships, and love turning satisfied customers into genuine advocates, this is a role where you'll see the impact of your work directly in retention, in growth, and in the success of the customers you champion.

We see the following qualities as important to thrive in this role:

• Strong communication skills with the ability to build trust and engage effectively with customers and stakeholders at all levels.
• Highly organized with a demonstrated ability to manage multiple customer accounts efficiently and prioritize tasks based on value and risk.
• 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

Core Responsibilities

• Act as the main point of contact throughout the customer lifecycle from onboarding to renewal.
• Drive product adoption, ensuring customers achieve their desired outcomes with Mercell solutions.
• Proactively identify opportunities to enhance customer value, including risk mitigation and growth pathways.
• Collaborate with Sales, Product, Support, and other teams to ensure seamless customer experience and continuous improvement.
• Represent the Voice of the Customer internally, providing insights that influence product and service enhancements.
• Build and maintain strong, long-term relationships with a portfolio of buy side Finnish customers.

Required Qualifications

• Strong experience (ideally 3+ years) in a Customer Success, Account Management, or similar customer-facing role within a SaaS environment.
• Proven experience working specifically with public sector organizations, complex multi-stakeholder environments, or public procurement processes.
• Comfortable using CRM and CS tools, HubSpot experience is a strong plus.
• Full professional fluency (written and spoken) in Finnish and English.

Preferred Qualifications

• Proven experience in executing scaled customer engagement and retention strategies.

Start date: As soon as possible

Duration: Full time

Workplace type: Remote or Hybrid

Location: Helsinki, Finland

Application Deadline: 29.10.2026.

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 https://career.mercell.com/pages/perks-benefits to get more insights on what to expect of perks, benefits and culture when joining Mercell.

• 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.