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 our new Customer Success Manager (CSM) for the Supply side, you will report directly to the Head of Customer Success and you will be part of the Customer organization, focusing on supporting and growing our supplier customers. At Mercell, the supply side refers to the thousands of suppliers who rely on our platform to discover, access, and win public tenders across Europe. Our mission is to help them succeed by improving their experience, driving usage, and ensuring they see clear value in our tools and services throughout their customer journey.

You will play a pivotal role in our customer success team, working towards driving customer retention, satisfaction, and growth across an assigned customer portfolio with a focus on the Danish market. This includes managing relationships, preventing churn, identifying expansion opportunities, and ensuring customers realize maximum value from Mercell’s solutions.

As a team we are committed to our customers’ success and believe in the value Mercell’s products bring. We demonstrate empathy and a strong focus on understanding and addressing customer needs. The Customer Success Manager (CSM) will able to understand our customers’ business, processes, and stakeholders. Will also connect Mercell’s value to their goals and communicate effectively with key people, from super users to senior decision-makers. To do so, you will use data and insights to guide actions.

Lastly, you will take ownership of customer outcomes with urgency and accountability. You will stay focused on goals, remove blockers, and follow through to deliver the best results. 

Core responsibilities

Customer Portfolio Management:

• Manage a high volume of diverse customer inquiries through Jira, ranging from technical support and billing issues to strategic account discussions and feature adoption. You will be responsible for efficiently resolving these varied tickets to ensure optimal customer experience and retention

• Oversee a diverse portfolio of accounts, segmented by sector, region, and Annual Recurring Revenue (ARR) value.

• Define appropriate interaction plans for each segment based on customer value and growth potential, balancing High Touch versus Tech Touch approach and proactive versus reactive engagement.

Customer Relationship Management:

• Build and maintain strong, long-term relationships with customers, focusing on high-value accounts and those at risk of churn.

• Conduct regular business reviews with key stakeholders to execute on account plans and communicate value, gather feedback, and assess customer satisfaction levels.

• Act as the primary point of contact, ensuring a smooth experience from completion of onboarding through to renewal and escalation of support needs.

Renewals and Upsells:

• Ensure timely execution of renewals in alignment with Mercell’s financial objectives and deadlines.

• Maximize value from renewals by proactively monitoring contract end dates, assess likelihood for renewals, engage early on risk accounts and identify upsell and cross-sell opportunities.

Customer Product Adoption:

• Leverage customer insights (performance data and/or customer input) to suggest training and educational resources to the customer as needed to increase product usage and adoption.

• Collaborate across departments around initiatives that increase customer adoption and satisfaction

Voice of the Customer:

• Act as the Voice of the Customer internally at Mercell, providing actionable feedback across departments to improve the customer experience 

Required Qualifications:

• Ideally 2–3 years experience in Customer Success, Account Management or a client-facing role within SaaS or B2B tech
• Proven track record of managing a portfolio of diverse customers
• Excellent communication and relationship-building skills
• Strong problem-solving abilities and customer-centric mindset
• Comfortable working with CRM and CS tools 
• Fluent in English and Danish language
• Ability to manage time and prioritize tasks in a high-growth, fast-paced environment
• Familiarity with subscription-based business models and customer lifecycle management

Start date: As soon as possible
Duration: Full time
Workplace type: Hybrid remote
Location: Copenhagen, Denmark
Application Deadline: 28.08.2025 . 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?

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

If you have questions for this position, we are happy to chat with you. Please reach out to: Randy Nijstad, Head of Customer Success
Email: randy.nijstad@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.