At Mollie we have a fantastic opportunity for you to be part of our Customer Success Management team and to accelerate the growth of our existing customer base. Are you the highly driven and ambitious Customer Success Manager we are looking for?

Your 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 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 Mollie’s largest customers in the Dutch market. 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;

• 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 largest Dutch customers to drive retention and growth, through conducting (on-site) business reviews;

• Collaborate closely with the Customer Success Management team to ensure high customer satisfaction by proactively resolving issues, and deliver fast, effective solutions;

• Transform challenging customer situations into opportunities by leveraging your product knowledge, communication skills, and a positive, solutions-oriented mindset;

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

• Proactively identify opportunities for process improvements and operational efficiency to enhance the customer journey;

• Serve as the voice of the customer by acting as a key liaison with internal Product teams for escalations and urgent issues;

• Show your innovative side by identifying areas for process improvement and optimisation;

• Drive Net Promoter Score improvements through consistent value delivery and relationship nurturing;

• Monitor and discuss account performance using dashboards and funnel management tools to support data-driven decisions;

• Take ownership of upsell and cross-sell opportunities, aligning solutions with evolving customer needs.

What you’ll bring:

• 4+ years of experience in Account Management, Customer Success Management or a similar role within a SaaS organisation, with direct experience in developing customer relationships that promote retention and loyalty;

• Strong background in negotiation, as well as up- and cross-selling to expand customer value;

• High energy, resourcefulness, and a passion for customer success, seeking to achieve extraordinary results through tenacious and creative problem-solving;

• Prior experience maintaining customer account activities, calls, call backs, email communication, follow-up meetings, and training activities within a CRM;

• Expertise in building and managing relationships via phone, email, and in person;

• A data-driven mindset, with working knowledge of CRM systems and proficiency in Excel;

• Fluent in Dutch and English, both written and spoken.