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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.
Job Responsibility:
Define, implement and execute the Customer Success roadmap in close collaboration with CS leadership across Buy and Supply
Design, standardise, and scale operational processes that improve CSM productivity, customer outcomes and operational excellence
Act as a key partner to Sales, RevOps, Product, Marketing, and Finance to ensure alignment on customer initiatives and commercial priorities
Analyse customer, usage, and commercial data to identify trends, churn risks, and expansion opportunities
Build and deliver performance dashboards, reports, and actionable insights for Customer Success leadership and Executive stakeholders
Collaborate with Finance and FP&A on forecasting, revenue targets, and commission models
Enable data-driven decision-making to optimise retention, adoption, and growth across the customer lifecycle
Continuously evaluate and improve Customer Success workflows, ensuring systems such as HubSpot and related tools fully support operational needs
Lead tooling, automation, and enablement initiatives that increase efficiency, scalability, and data quality
Champion a seamless end-to-end customer journey, from onboarding and adoption to renewal and expansion
Requirements:
Solid experience (ideally 3-5 years) in Customer Success Operations, Revenue Operations, or a similar role in a SaaS or subscription-based environment
Highly analytical and comfortable working with data, dashboards, and performance metrics to drive insights and action
Hands-on experience with CRM and CS tooling (HubSpot experience is a strong advantage)
Structured problem-solver who enjoys building scalable processes and improving how teams work
Strong cross-functional collaborator, able to align stakeholders across CS, Sales, Finance, and Product
Communicates clearly and confidently in English, both with operational teams and senior leadership
Nice to have:
Accountable, thorough, positive attitude
Ability to make use of downtime efficiently and productively
Keep calm and be tolerant to high pressure and tight deadlines
Curious and fast learner
What we offer:
Hybrid work to support work-life balance
Health and insurance plans (may differ per country/office)