Head of Customer Success — Europe Growth & Scale

Mercell Holding AS; Stockholms kommun; Híbrido; SEK 1.200.000 - 1.700.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

Health and insurance plans

Pension plans

Paid parental leave

Social events

Descripción de la vacante

Mercell is seeking a Director of Customer Success to lead an international team and partner across Europe to drive adoption, value realization and retention. You will report to the Chief Customer Officer and shape a scalable CS function that champions customer outcomes.

You will guide strategy, build operational excellence, and empower managers and Customer Success Managers to deliver world-class experiences across markets, while aligning with Sales, Product and RevOps for a unified go-to-market

Formación

• Strong experience (ideally 6+ years) in Customer Success or commercial leadership roles within SaaS, tech, or complex service environments.
• Proven track record of building and leading high-performing, multi-market teams.
• Strong commercial acumen with experience driving adoption, renewals, expansion, and retention growth.
• Deep understanding of SaaS customer lifecycles, adoption frameworks, and value realization models.
• Highly analytical mindset with experience using data to drive strategy, forecasting, and operational improvement.
• Excellent stakeholder management skills, including senior leadership and external executive-level customers.
• Fluent in English.

Responsabilidades

• Own and drive the end-to-end Customer Success strategy, including onboarding, adoption, retention, renewals and expansion across markets.
• Lead, develop, and scale an international team of Customer Success Managers, building a strong culture of accountability and growth.
• Partner closely with Sales, Product, RevOps, Marketing, Value Delivery and Support to ensure seamless customer journeys and a unified go-to-market approach.
• Develop our success metrics and dashboards across retention, NPS, expansion, adoption, and value realization.
• Translate customer insights into actionable feedback that influences product roadmap and commercial strategy.
• Build scalable processes and tools that enable customer growth while maintaining efficiency and quality at scale.
• Act as a senior customer advocate and executive sponsor for key strategic accounts.

Conocimientos

Customer Success leadership

Multi-market leadership

SaaS experience

Commercial acumen

Data-driven

Stakeholder management

English fluency

Descripción del empleo

Mercell is seeking a Director of Customer Success to lead an international team and partner across Europe to drive adoption, value realization and retention. You will report to the Chief Customer Officer and shape a scalable CS function that champions customer outcomes.

You will guide strategy, build operational excellence, and empower managers and Customer Success Managers to deliver world-class experiences across markets, while aligning with Sales, Product and RevOps for a unified go-to-market