Customer Success Manager

We are looking for a candidate that has a great interest in nurturing customers and helping them grow and succeed in their daily work by making use of our solutions. You are able to combine in-depth product knowledge with a keen eye for the wants and needs of our customers, to build fruitful and lasting relationships. You are genuinely interested in your customers day to day business and market developments making you able to have substantive dialogues within your assigned segment.

The position is full time and hybrid remote.

Our offices are located in Stockholm, Halmstad and Linkoping.

Working at Mercell

Mercell is an industry leading software company, created in 1999, with the mission to re-imagine tendering and unlock business opportunities. Mercell makes big scale buying easy, strategic sourcing simple, and monitors the tender market for companies, so they can grow their market share. We support a diverse customer base of +30.000 buyers and suppliers across geographies, industries and sizes. It’s a great time to join us and shape the future of Mercell as we revolutionize the world of tender management.

Our culture is based on the Mercellian Spirit of continuous growth, curiosity, trust and courage. You will work in a dynamic international environment with ambitious and dedicated colleagues who are passionate about what they do, supported to be themselves and together create real value for the society.

Your Mission

As a Customer Success Manager, you will act as a key figure in the relationship with our customers. In Sweden, there are over 500 organizations mainly in the public sector, for example universities, hospitals and municipalities who are part of our customer portfolio.

You will work together in a team with other Customer Success Managers, all responsible for their own portfolio and you will be reporting to the Head of Customer Success & Onboarding. Your mission is to ensure that your customers reach their goals with using our products. You may proactively connect with them based on their segmentation, create and execute success plans and are responsible for retention.

Your main task in your daily work is to secure a pleasant relationship with our customers, be their trusted advisor and in doing so discover new opportunities. You have good communication skills and are interested in building long-term relationships both internally and externally. You are good at making in-depth analyses and creating a strategy for your customer base. You have a positive and flexible attitude to change and see it as an opportunity for development, both as an individual and as an employee.

We see the following qualities as important to thrive and evolve in this role:

- Positive attitude, with can do mentality

- Proactive and structured, with attention to detail

- Strong on creating partnerships

- Curious and a fast learner

- Problem solver

- Great communicator, in both written and verbal communication



Core Responsibilities

- Act as the first point of contact for your customers.

- You will establish and nurture relationships with our customers and handle all matters relating to needs and concerns from the customer.

- Based on your knowledge of the customer you will reach out actively to improve system usage, signal on trends in procurement, and advise the customer on how to best support their success with our solutions.

- You will keep HubSpot up to date with relevant customer information, analyze the customer base and develop plans to best serve your customers.

- Together with business development you will work on developing strategies that will help reach our goals and bring value to our customers.



Required Qualifications

To best succeed in this role we believe you have:

- Extensive experience in Customer Success or Account Management, Customer Service positions

- Fluency in Swedish and English, both written and spoken



Preferred Qualifications

- Affinity with IT and public tendering and e-procurement is a plus

- Having knowledge of our solution TendSign is a plus



Start date: Approximately in the beginning of 2024

Duration: Full time, Permanent

Working hours: Hybrid remote

Location: Stockholm, Halmstad, Linkoping



Has this sparked your interest?

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

We will continuously invite qualified candidates for job interviews and will close the job post as soon as we have found the right candidate for this role.

Application Deadline: 10.12.2023. However, do not wait to submit your application - we will read applications and talk to potential candidates as we receive them.

What we Offer

Mercell is in a very exciting period and you will play an important role in our ambitious journey.

Mercell continuously provides great opportunities for growth within the organization. You will have a good opportunity to shape your role and determine your priorities. We look at what you deliver, not how you work or how many hours you spend on each task.



Growth | Curiosity | Courage | Trust



The Mercell core values - Growth, Curiosity, Courage and Trust - serve as a foundation for the decisions we make, how we drive our business and how we interact with our colleagues, customers and others. But they also serve as the basis for the opportunities that Mercell provides for its employees to develop and thrive in their field of work.

Our perks & benefits:

Inclusive culture where you are welcomed to be yourself

Flexible and hybrid work encouraging a work-life balance

Be a part of a collaborative team with high ambitions

Individual development opportunities

Health insurance and pension plan

Competitive salary package

Paid parental leave

Team lunch and fruits

Computer and iPhone/Android

Unlimited coffee, tea and soft drinks

Company events like Friday bars, Summer and Christmas parties and more!

may differ per country/office)

Questions for this position?

We hope you got all your questions answered and you feel confident applying for this position, however if you have more questions or doubts regarding the position, please contact the hiring manager directly.

Happy to chat with you!

Cecilia Tengborn, Head of Customer Success & Onboarding

Email: cecilia.tengborn@mercell.com


We 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 ca...