Strategic Customer Success Manager — Public Sector (Hybrid)

Mercell Holding AS; Stockholms kommun; On-site; SEK 650,000 - 950,000; Full time

Job description

Join Us

We are growing our Buy Side, Customer Success Manager teams and looking for ambitious Customer Success Managers to join us in several markets. This is not a single open role, but a talent pool—an ongoing hiring pipeline which we will continuously review and match strong profiles with upcoming opportunities across our teams.

Your Mission

As a Customer Success Manager, in the Buy Side team, you will be at the forefront of how Mercell partners with its public sector customers including universities, hospitals, municipalities, and other buyers.

This role reflects the evolution of Customer Success at Mercell: moving closer to our customers, deeper into their reality, to being proactive on their needs and more focused on long‑term value creation.

You will be part of the Customer Success team and report to the Head of Customer Success. Beyond managing a portfolio of customers, you will act as a trusted advisor working proactively with customers to understand their procurement goals, guide them in using Mercell’s solutions effectively, and help them navigate complex public procurement challenges. Your focus will be on driving meaningful adoption, measurable outcomes, and strong, long‑term partnerships that truly make a difference for our customers and society.

This is a talent pool, and we will be reviewing applications on an ongoing basis. If you’re passionate about customers, impact, and long‑term partnerships, we’d love to hear from you.

Core Responsibilities

• Build and maintain strong, long‑term relationships with a portfolio of buy side customers.
• 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.

Required Qualifications

• Strong experience (ideally 3+ years) in customer success, account management, or a similar client‑facing role within a SaaS environment.
• Experience working with public sector customers.
• Strong interpersonal and communication skills, capable of engaging with stakeholders at all levels.
• Demonstrated ability to manage multiple customer accounts efficiently and prioritize based on value and risk.
• Analytical and data‑driven mindset with the ability to assess customer health and provide actionable recommendations.
• Familiarity with CRM/CS tools (e.g. Hubspot).
• Fluency (written and spoken) in English and at least one of the following languages: Swedish, Norwegian, Danish, Dutch, German.

Preferred Qualifications

• Experience working with public sector organizations, procurement processes, or complex multi‑stakeholder environments.
• Experience in scaled customer engagement and retention strategies.

Locations:

Sweden, Denmark, Norway, Germany, Netherlands

Hybrid workplace (working onsite at the office and from home), balancing flexibility with collaboration.

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/posts/our-perks-benefits to get more insights on what to expect of perks, benefits and culture when joining Mercell.

Has this sparked your interest?

Apply now and join our team!

This is a talent pool, there is no fixed application deadline — we will review applications continuously.

By applying, your profile will be considered for upcoming opportunities that match your skills, experience, and interests. We will keep you updated accordingly throughout the process.

-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.