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!
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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.