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.

Your Mission
As our new Customer Success Manager, you will be part of the Customer Success team and report directly to the Head of Customer Success Baltics. In this role, you’ll be responsible for managing a portfolio of customers across different markets and segments, ensuring they gain maximum value from our solutions.

Your main focus will be on building strong, long-term relationships, driving retention and growth, and making sure our customers succeed in their use of Mercell’s products. You’ll work closely with internal teams to solve problems, respond to customer needs, and continuously improve the overall customer experience.

Core Responsibilities

• Manage a portfolio of customers by segmenting by value and risk, creating tailored engagement plans to drive retention and growth.

• Build and maintain strong, long-term relationships with key accounts, acting as the main point of contact from onboarding through renewal.

• Proactively identify churn risks and upsell opportunities, ensuring timely renewals and expansion of Mercell’s solutions.

• Collaborate with cross-functional teams to resolve service issues, escalate risks, and drive product adoption through education and training.

• Act as the Voice of the Customer internally, providing insights to influence product development, marketing messaging, and operational improvements.

What we are looking for

• Proven experience in customer success, account management, or a similar client-facing role, ideally in a SaaS or tech-driven environment.

• Strong commercial acumen with a track record of driving retention, renewals, and identifying upsell opportunities.

• Excellent interpersonal and communication skills, capable of engaging with stakeholders at all levels.

• Ability to manage multiple accounts efficiently and prioritize based on customer value and risk.

• Analytical and data-driven mindset, with the ability to assess customer health and respond with practical solutions.
  

Preferred Qualifications

• Familiarity with EU and national Public Procurement Regulations and the public tendering process.

• Experience using customer success tools (e.g., Jira, CRM systems) to manage customer interactions and service requests.

• Background in building scalable customer engagement strategies including webinars, in-app guidance, and documentation.

• Strong adaptability to change, with a proactive and growth-oriented mindset aligned with Mercell’s values: Trust, Courage, Growth, and Curiosity.

Start date: As soon as possible
Duration: Full time
Workplace type: Hybrid remote
Location: Vilnius, Lithuania
Application Deadline: 15.06.2025. 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/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?

If you have questions for this position, we are happy to chat with you. Please reach out to:
Danas Žulys, Head of Customer Success Baltics.
Email: danas.zulys@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 carried out without the consent of the applicant. Current applicants will receive further information about this.