Your opportunity
Become a part of Mollie’s rapid-growth story, joining the expanding DACH team as we build on our success to date and increase the number of German companies that use Mollie to process their online payments and drive their growth. We’re a fintech unicorn and market leader in European payments, with over 120.000 customers including Heineken, Gymshark & Koro.
The mission of our Customer Success Management team is to facilitate our customer's success through proactive strategic support and oversight. We strive to understand our customer’s needs and use that information to make sure that they get the most value from our product. We act as their trusted advisor and are committed to their success, because their success is our success.
As a Customer Success Manager at Mollie, you’ll get to do more than manage accounts. You’ll showcase your expertise in building relationships with our customers and helping them succeed. Together with your fellow colleagues in the CSM team, you will be responsible for a large customer base. More specifically, you’ll get to:
Drive customer retention by staying ahead of customer needs and offering new insights, strategies, and functionalities
Spur customer account growth through your deep knowledge of our product and the ability to upsell relevant payment methods
Be the expert of your customers business and give valuable advice based on customer's vertical and market performance
Work together with different departments to help deliver customer insights and make our product even better
What you'll be doing:
Focus on building relationships with our customers to ensure retention and growth, via planned and focused engagements via phone calls, visits and email communication
Work with the Customer Success Management team to ensure top customer satisfaction by resolving issues and finding quick, viable solutions
Report and discuss performance through available dashboards and funnel management
Develop improvement recommendations for your customers through analysing their current setup, customer's vertical and market performance
Act as a liaison with Product teams to communicate urgent strategic customer issues
Cooperate with Marketing to deliver customer success stories within your customer portfolio
Show your innovative side by identifying areas for process improvement and optimization
What you'll bring:
3+ years of Client Services experience as a Customer Success Specialist or Key Account Specialist with direct experience in developing customer relationships that promote retention and loyalty
Passionate about customer success; seeks to achieve extraordinary results through tenacious and creative problem-solving
Prior experience maintaining customer account information, face to face meetings, calls, call backs, email communication, follow-up meetings, and training activities within a CRM
Comfortable managing relationships over the phone, through email, and in person
Numbers driven person, CRM experience, excel experience
Strong presentation and communication skills (written and oral) and negotiating ability in English and German (fluent)
We kindly ask you not to apply to this role if you are not business fluent in German. This is a hard requirement for the DACH market.
Benefits
How we hire
Step 1
Apply
Our Talent Acquisition team and hiring manager will review your application, and respond within 2 weeks.
Step 2
Screening call
If you seem like a Mollie-in-the-making, we’ll invite you to a screening call so we can learn more about each other.
Step 3
Are you the one?
You'll have two or more interviews. And if it's a highly technical role, we'll also assess the specific skills you'll need.
Diversity, Equity & Inclusion
At Mollie we are as diverse as we are united. That means we bring open hearts and minds to work, and nurture a culture that feels like home. We celebrate diversity of people and perspectives and are proud to be an equal opportunity employer.
Every new Mollie is hired on the basis of qualifications, merit, and business need. We do not discriminate. We value our differences because we know that our individual perspectives make our products and culture stronger. So we encourage everyone to be their authentic selves and we prioritise respect.
At the end of the day, we are a team of individuals – diverse yet united by our vision to eliminate financial bureaucracy.