Customer Success Manager

Mercell Holding AS; Stockholms kommun; Hybrid; SEK 500,000 - 700,000; Full time

Benefits offered by this job

Hybrid work

Health insurance

Pension plan

Parental leave

Social events

Competitive salary

Job summary

Mercell is hiring a Customer Success Manager to own a portfolio of supplier customers across Europe, with a focus on the Swedish market. You’ll ensure customers receive measurable value from Mercell daily and act as a trusted partner throughout the lifecycle.

You’ll build lasting relationships, identify churn signals, and uncover growth opportunities while collaborating with Sales and Product to enhance the customer experience. This role is hybrid with on-site and remote work in Stockholm.

Qualifications

• 2-3 years experience in Customer Success, Account Management, Customer Support or other client-facing SaaS roles.
• Ability to build deep knowledge within defined product areas and functions.
• Excellent written communication; ability to explain complex topics clearly.
• Experience with ticketing systems, CRM tools and digital workflows.
• Comfortable in high-volume, fast-paced environments with clear processes and SLAs.
• Fluent in Swedish, Dutch and English.

Responsibilities

• Own a portfolio of supplier customers across Europe with focus on the Swedish market; act as primary contact and trusted advisor.
• Identify customer friction via HubSpot data and relay feedback to Product to shape roadmap.
• Drive retention and growth by spotting expansion opportunities and collaborating with Sales.
• Build and maintain strong relationships with key stakeholders and demonstrate value of Mercell.
• Own and resolve defined customer issues via HubSpot, Jira or similar systems (onboarding, billing, contracts, access).

Skills

Customer Success

Account Management

SaaS

CRM

Ticketing Systems

Communication

SLAs

Swedish

Dutch

English

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 at Mercell, you'll 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, you'll 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 you're energised 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.

Core Responsibilities

• Own a portfolio of supplier customers across your markets, acting as their primary point of contact and trusted advisor throughout the customer lifecycle

• Proactively identify customer friction points by leveraging HubSpot data and channel actionable feedback to Product team to directly shape the roadmap and service experience.

• Drive retention and growth by identifying expansion opportunities within your portfolio and collaborating with Sales to act on them

• Build and maintain strong relationships with key customer stakeholders, ensuring they see consistent value from the Mercell platform

• 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).

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

Full time

Hybrid - working onsite at the office min. 3 days and from home, balancing flexibility with collaboration

Sweden, Stockholm

Application Deadline: 01.10.2026.

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.