Customer Success Lead, Mollie
Benelux + Emerging Markets
Payment service provider
Be an early applicant
Payment service provider
501-1000 employees
Be an early applicant
501-1000 employees
Company mission
To make payments and money management effortless for every business in Europe.
Role
Who you are
- 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
What the job involves
- 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
- 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
- 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
Our take
Mollie, an Amsterdam-based startup, enables businesses to integrate payment methods into websites or apps via an API, improving upon the difficult options offered by traditional banks. Focused on the SMB market, Mollie serves over 120,000 businesses, including Deliveroo, Unicef, and Acer.
Recent funding supported international expansion and the launch of Mollie Capital in the UK, providing SME merchants quick and flexible funding up to £250,000. This service has already provided over €50 million in loans to more than 5,000 SMEs in Europe.
In 2023, Mollie reported a 36% increase in net revenue to €99 million, driven by larger customers and new products. Operational costs fell by 30% due to AI-driven efficiencies and the launch of MollieGPT for customer support. With continued international expansion and innovative products, Mollie aims to simplify financial processes for businesses of all sizes.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
76% employee growth in 12 months
Company
Employee endorsements
Career progression
"The paths for progression are clear at Mollie. If you want to grow in a specific area or as a manager, there is scope to do so. Because the company..."
Funding (last 2 of 3 rounds)
Jun 2021
$700.4m
SERIES C
Sep 2020
$106m
SERIES B
Total funding: $832.8m
Company benefits
- Noise cancelling headphones
- MacBook
- Birthday off
- Complimentary baby days
- 20 days working from abroad
- 25 holiday days
- Commute reimbursement
- Work from home budget
- Bike lease plan
- Internet allowance
- In-office lunch
- Wellbeing program
- Pension contribution
- Health insurance
- Bonus scheme
- Equity plans
- Referral bonus
- Learning platform
- Mentor program
Company values
- Be loved: We genuinely seek out what’s best for our customers, partners, and people. We treat everyone with respect
- Be bold: We do things because they are the right things to do. We have the courage to take risks and challenge the status quo. We always strive to be the best version of ourselves
- Be authentic: We take pride in being our true selves. We believe that every person matters. We dare to make tough decisions and know that small things can make a big difference
Company HQ
Grachtengordel-West, Amsterdam, Netherlands
Articles
Leadership
Koen Köppen
(CEO, not founder)Previously worked at Klarna in roles including Director of Global Solutions, VP of Product, and CTO.
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