Customer Succes Lead - Benelux

At Mollie, we have an exciting opportunity for a driven leader to join our Customer Success Management team and help shape the future of our customer engagement in the Benelux region. As part of our team restructuring, we are looking for a Customer Success Lead who will be responsible for leading our CSMs in Belgium, Netherlands and our emerging markets. Are you the dynamic and ambitious leader we need to drive our customer success strategy forward?

Your Opportunity

The mission of our Customer Success team is to facilitate customer success through proactive engagement and strategic support. We focus on deeply understanding our customers' needs, acting as their trusted advisor, and ensuring they achieve the highest value from Mollie’s products. As the Customer Success Lead, you will not only drive the success of your team but also play a key role in shaping the growth of Mollie’s largest accounts in the region.

You’ll be responsible for leading a team of CSMs across Belgium and the Netherlands, helping them build and maintain strong relationships with our most valuable customers. You work hand in hand with our Head of Customer Success for Benelux, as well as other cross-functional teams, to ensure alignment with Mollie’s broader growth strategy.

Key Responsibilities

• Lead, coach, and develop the Customer Success Management team across Belgium, the Netherlands and our emerging markets, fostering a high-performance culture focused on customer satisfaction and retention.

• Oversee the growth and retention of Mollie’s largest accounts by ensuring the team is offering proactive support, conducting regular business reviews, and identifying upsell opportunities.

• Collaborate with the CSM leadership team to create and drive the execution of the customer success strategy in the region, focusing on improving NPS, customer retention, and overall satisfaction.

• Act as the point of escalation for the team and for high-priority customers, addressing critical issues swiftly and effectively.

• Collaborate with the Product, Sales, and Marketing teams to ensure customer feedback is integrated into Mollie’s product development roadmap.

• Identify and implement process improvements to enhance customer experience and operational efficiency across the Benelux region.

• Regularly report on performance metrics, including customer health scores, retention rates, and growth targets.

Candidate Requirements/Profile

• 7+ years of experience in Customer Success or Account Management roles within a SaaS or payments environment, with at least 2 years in a leadership position.

• Proven ability to manage and mentor high-performing teams, with a strong focus on customer outcomes and satisfaction.

• Passionate about customer success, with a demonstrated ability to foster long-term relationships and drive customer advocacy.

• Strong communication skills, with experience managing executive-level relationships both internally and externally.

• Data-driven approach to managing and reporting on customer success metrics.

• Fluent in Dutch and English, with experience working in the Dutch or Belgian markets preferred.

• Experience with CRM systems, such as Salesforce or Planhat, and proficiency in Excel.