This role reflects the evolution of Customer Success  moving to a more proactive, value-driven partnership that brings us closer to our customers and their everyday challenges.

You will support suppliers in finding, responding to, and winning public tenders, while working closely with them to understand their business goals and success drivers. As part of the Customer Success team, reporting to the Customer Success Team Lead and your focus will be on helping customers realize tangible value from Mercell’s solutions, strengthening long-term relationships, reducing churn, and enabling sustainable partner growth.

Core Responsibilities

• Manage a defined customer portfolio, including scaled or high value strategic accounts

• Build trusted relationships with key stakeholders and act as a strategic advisor for high-value customers

• Own and resolve customer issues (onboarding, billing, contracts, access) via HubSpot, Jira, or similar tools

• Drive product adoption and clearly communicate customer value and outcomes

• Ability to deliver low-touch, digital-first customer engagement

• Contribute to renewal readiness by ensuring customer questions, blockers, and risks are addressed well ahead of renewal cycles.

• Partner with Sales, Product, Value Delivery, and Marketing on renewals, expansion, and customer feedback

• Act as the ”Voice of the Customer” to inform product and process improvements

Required Qualifications

• Demonstrated experience (ideally 3+ years) in Customer Success, Account Management, or a similar client-facing role within SaaS in a B2B environment.

• Excellent relationship-building, stakeholder communication and problem-solving skills.

• Proven ability to prioritize and manage multiple accounts with a focus on value delivery and retention.

• Data-driven mindset with experience using ticketing systems, CRM and Customer Success tools.

• Comfortable working in a fast-paced, evolving environment.

• Familiarity with subscription-based business models and customer lifecycle management.

• You are fluent in Latvian and/or Lithuanian and can communicate comfortably in English