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Lead an international Customer Success organization to drive adoption, retention, and long-term growth across supplier and public sector customer bases. Transform Customer Success into a scalable, data-driven growth engine while partnering with Sales, Product, and Marketing to ensure seamless customer journeys.
Requires over 6 years of experience in Customer Success or commercial leadership within SaaS or complex tech environments. Candidates must have a proven track record of leading multi-market teams and possess a highly analytical mindset with fluency in English.
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.
This is an opportunity to shape the future of Mercell and elevate how we partner with our customers across Europe.
As Director of Customer Success at Mercell, you will be part of our Commercial Leadership Team and report to the Chief Customer Officer (CCO). You will lead an international Customer Success organization of around 30 people, responsible for driving customer adoption, value realization, retention, and long-term growth across our supplier and public sector customer base.
You will play a pivotal role in transforming Customer Success into a scalable, data-driven growth engine ensuring our customers achieve measurable impact through Mercell’s solution. You will also lead teams across multiple markets, setting the strategic direction, building operational excellence, and empowering managers and CSMs to deliver world-class customer experiences.
As part of the leadership team, you will help shape how Mercell grows, ensuring that customer value, product feedback, and commercial excellence remain at the core of everything we do.
Core Responsibilities
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
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
Understanding of the public procurement sector
Fluency in one or more Nordic languages is a plus
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: Copenhagen, Denmark or Stockholm, Sweden, or Oslo, Norway or Utrecht, Netherlands
Application Deadline: 15 August 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.
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.
Mercell is the largest public tendering and bidding platform for European buyers and suppliers, dedicated to enhancing connectivity between public buyers and suppliers. We make tenders compliant and easy, while enabling equal opportunity for all suppliers to the public sector. Mercell is the most comprehensive platform for supply and demand. Expect transparent tender and procurement processes with ensured compliance that benefits buyers and suppliers equally. Our many hundreds of thousands of buyers and suppliers make us the leading solution within digital procurement. We make thriving in - and venturing into - public business intuitive, hassle-free and compliant at every step. Because - from where we see it, it really is simple: Why make it difficult, when it can be easy? Start your public business journey today by taking the most natural, direct shortcut to the world of public business.
Offices: Askekroken 11, Oslo, Oslo 0277, NO
There are currently 308 open customer service & support positions in Copenhagen, Denmark listed on Clera. New openings are added daily as companies post roles.
Companies currently hiring include NORMAL A/S, Magasin du Nord, Mercier Consultancy, Circle K, TheHouseofMercier, among others. Browse the listings above to see every active employer.
Yes — 88 of the 308 open customer service & support positions offer remote or hybrid work (19 remote, 69 hybrid).
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.
