Customer Success Manager

Working at Mercell

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 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).
• Assess, prioritize, and resolve cases efficiently and consistently based on established processes.
• Ensure cases are handled according to approved playbooks, policies, and best practices.
  

• Deliver low-touch, structured customer engagement through standardized responses, templates, and automated touchpoints.
• Guide customers to relevant self-service resources, documentation, and training materials to encourage independence and adoption.

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 English and Swedish; additional Nordic or European languages are a plus.

Preferred Qualifications

• 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

Duration: Full time

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

Location: Sweden, Stockholm

Application Deadline: 14.09.2026. However, do not wait to submit your application - we will read applications and talk to potential candidates as we receive them

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.

Has this sparked your interest?

Then we can't wait to have you join our mission and looking forward to receiving your application!

-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.