Customer Success Manager

Senior Executive - Corporate operations

Company:

Mercer

Description:

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 supporting teams and client 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.

Mercer is a business of Marsh (NYSE: MRSH), a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information about Mercer, visit mercer.com, or follow us on LinkedIn and X.Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, caste, disability, ethnic origin, family duties, gender orientation or expression, gender reassignment, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.

Experience Level

Senior Level