Customer Success Manager - France

Who we are

At Mollie, we’re on a mission to make payments and money management effortless for every business in Europe. We started 20 years ago when we launched a more direct, affordable way for companies to get paid. That provided an alternative to the frustrating, overpriced solutions that banks offered at the time. Today, we serve more than 250,000 businesses across Europe with an all-in-one solution that simplifies payments and money management. And we’re a 850-strong team of product, finance, support, commerce, and engineering specialists working across Europe – from Lisbon to London.

The Opportunity

The mission of our Customer Success Management team is to facilitate our customers’ success through proactive support and oversight. We strive to understand our customers’ 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 responsible for the French Market, you’ll get to do more than manage accounts. You’ll showcase your expertise in building relationships with our most important 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 and new financial products from Mollie.

• Encourage advocacy from your customers by helping them achieve successful results and by developing trusted, long-term relationships with them.

  
  

What you'll be doing:

• Focus on building relationships with our customers in France to ensure retention and growth.

• Work with the Customer Success Management team to ensure top customer satisfaction by resolving issues and finding quick, viable solutions.

• Turn distressed customers and challenging situations into opportunities to delight them through product knowledge, exceptional communication skills, and a positive attitude.

• Complete efficient and engaging customer check-ins on all assigned customers.

• Act as a liaison with Product teams to communicate urgent customer issues and to influence the product roadmap to continue improving our product market fit in France.

• Show your innovative side by identifying areas for process improvement and optimization.

• Increase the Net Promoter Score (NPS).

• Report and discuss performance through available dashboards and funnel management.

• You will be part of the FR Leadership team.

• This role is based in Paris, near Gare Saint-Lazare.

  
  

What you'll bring:

• 5+ years of Client Services experience as a Customer Success Specialist with direct experience in developing customer relationships that promote retention and loyalty.

• Strong experience in the payments industry in France.

• Passionate about customer success; seeks to achieve extraordinary results through tenacious and creative problem-solving.

• Energetic, resourceful, and dedicated to customer success.

• Prior experience maintaining customer account information, 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.

• Data-driven individual with experience in CRM and Excel.

• Fluent in French and English.