Customer Success Manager

YOUR MISSION As a Customer Success Manager your mission is to serve as a trusted advisor to Mercell's public sector Finnish customers, proactively guiding them to effectively use Mercell's solutions, driving product adoption, managing renewals, and ensuring long-term value creation and partnership sustainability. That means building genuine relationships and becoming a trusted partner your customers turn to; spotting the early signals of churn and acting before it happens; and uncovering the moments where customers are ready to grow, so you can open the door to new opportunities. Above all, you'll be the person who ensures every customer in your portfolio realizes the full potential of what Mercell can do for them helping them win more, work smarter, and see us as essential to their success. If you're energized by ownership, thrive on building lasting relationships, and love turning satisfied customers into genuine advocates, this is a role where you'll see the impact of your work directly in retention, in growth, and in the success of the customers you champion. WE SEE THE FOLLOWING QUALITIES AS IMPORTANT TO THRIVE IN THIS ROLE: * Strong communication skills with the ability to build trust and engage effectively with customers and stakeholders at all levels. * Highly organized with a demonstrated ability to manage multiple customer accounts efficiently and prioritize tasks based on value and risk. * Analytical and solution-oriented mindset, able to identify risks, patterns, and opportunities quickly * Flexible and adaptable, comfortable working in a fast-paced environment with changing priorities CORE RESPONSIBILITIES * Act as the main point of contact throughout the customer lifecycle from onboarding to renewal. * Drive product adoption, ensuring customers achieve their desired outcomes with Mercell solutions. * Proactively identify opportunities to enhance customer value, including risk mitigation and growth pathways. * Collaborate with Sales, Product, Support, and other teams to ensure seamless customer experience and continuous improvement. * Represent the Voice of the Customer internally, providing insights that influence product and service enhancements. * Build and maintain strong, long-term relationships with a portfolio of buy side Finnish customers. REQUIRED QUALIFICATIONS * Strong experience (ideally 3+ years) in a Customer Success, Account Management, or similar customer-facing role within a SaaS environment. * Proven experience working specifically with public sector organizations, complex multi-stakeholder environments, or public procurement processes. * Comfortable using CRM and CS tools, HubSpot experience is a strong plus. * Full professional fluency (written and spoken) in Finnish and English. PREFERRED QUALIFICATIONS * Proven experience in executing scaled customer engagement and retention strategies. Start date: As soon as possible Duration: Full time Workplace type:Remote or Hybrid Location: Helsinki, Finland