Customer Success Operations Manager

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 Operations Manager you will be a part of the Sales & Revenue Operations team and report to the VP Sales & Revenue Operations. You’ll have a dotted line to the Chief Customer Officer (CCO).

You will have an exciting and impactful role where you will enable a high-performing, scalable Customer Success organisation by driving operational excellence, data-driven decision-making and seamless cross-functional collaboration.

You will work closely with Customer Success leadership across Buy and Supply side to translate strategy into execution, ensuring our teams have the processes, tools, and insights needed to drive retention, adoption, and growth.

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

• 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

Core Responsibilities  

Customer Success Execution

• 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.
  

Insights & Performance Management

• 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.
  

Process & Tooling Optimisation

• 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.
  

Required Qualifications 

• You have solid experience (ideally 3-5 years) in Customer Success Operations, Revenue Operations, or a similar role in a SaaS or subscription-based environment.

• You are highly analytical and comfortable working with data, dashboards, and performance metrics to drive insights and action.

• You have hands-on experience with CRM and CS tooling (HubSpot experience is a strong advantage).

• You are a structured problem-solver who enjoys building scalable processes and improving how teams work.

• You are a strong cross-functional collaborator, able to align stakeholders across CS, Sales, Finance, and Product.

• You communicate clearly and confidently in English, both with operational teams and senior leadership.
  

Start date: As soon as possible
Duration: Full time
Workplace type: Hybrid, working onsite at the office and from home, balancing flexibility with collaboration
Locations: Copenhagen (Denmark), Stockholm (Sweden), Utrecht (Netherlands), Oslo (Norway)

Application Deadline: 28.02.2026. 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/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 look forward to receiving your application!

If you have questions for this position, we are happy to chat with you. Please reach out to the hiring manager, Rakendra Curpad, VP Sales & Revenue Operations
Email: rakendra.curpad@mercell.com

-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.