Customer Success Manager

Company Description

Mercer | Mettl aims to empower organizations to build exceptional teams by providing research-backed assessments and innovative tools for talent acquisition and development. Since 2010, the company has partnered with over 6,000 corporates, 31 sector skill councils/government departments, and 700+ educational institutions in more than 100 countries. Mercer | Mettl specializes in customized assessments across the employee lifecycle, including pre-hire screening, skills evaluations, development programs, certification exams, and more. By offering in-depth analytics and a robust cloud platform, Mercer | Mettl helps organizations drive meaningful outcomes and stay ahead in a competitive workforce landscape.

We’re Hiring: Customer Success Manager – Europe | Mercer | Mettl

At Mercer | Mettl, we’re on a mission to enable smarter talent decisions through powerful assessment solutions. We’re looking for an experienced Customer Success Manager to lead and elevate our support operations for the Europe region.

What You’ll Do

✔ Supervise and guide support-level team members, setting clear day-to-day operational objectives

✔ Ensure optimal staffing, monitor workloads, and maintain high service quality and deliverability

✔ Respond to client inquiries promptly, driving effective issue resolution and customer satisfaction

✔ Conduct thorough research using internal systems and client knowledge to resolve complex issues

✔ Coach and mentor support teams and clients by sharing best practices, deep product knowledge, and response strategies

✔ Conduct performance evaluations, support team development, and contribute to compensation decisions where applicable

✔ Analyze email, ticketing, and system usage to identify service improvement opportunities

✔ Partner with leadership to streamline processes and drive operational efficiency

What We’re Looking For

🔹 Strong customer success or support leadership experience

🔹 Ability to manage teams, priorities, and high-touch client relationships

🔹 Excellent problem-solving, communication, and stakeholder management skills

🔹 Experience working with global clients (Europe exposure preferred)

🔹 Data-driven mindset with a passion for continuous improvement

📍 Region: Europe

🌍 Organization: Mercer | Mettl

If you thrive in a fast-paced, client-focused environment and enjoy building high-performing teams, we’d love to hear from you.