Customer Success Lead, Mollie
International 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
- Dynamic and ambitious leader who can take our customer success strategy to the next level
- 7+ years of experience in Customer Success or Account Management roles within a fast growing 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 English and preferable French, with experience working in European markets
- Experience with CRM and BI tools, such as Salesforce, Hubspot, Looker and proficiency in Excel
What the job involves
- We have an exciting opportunity for a driven leader to join our Customer Success Management team at Mollie and help shape the future of customer engagement across Europe
- As part of our team’s evolution, we’re looking for a Customer Success Lead to oversee our CSMs in International Markets - specifically France, the UK, and our emerging regions
- 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 drive the success of your team and play a key role in shaping the growth of Mollie’s largest accounts in the region
- You will be responsible for leading a team of CSMs across France and UK and other European countries, helping them build and maintain strong relationships with our most valuable customers
- You will collaborate closely with Team Leads in other regions such as BeNeLux and DACH, and partner with cross-functional teams to align efforts with Mollie’s broader growth objectives
- Lead, coach, and develop the Customer Success Management team across France, UK and our emerging markets, a team of 4-6 members while fostering a high-performance culture focused on customer satisfaction and retention
- Take a hands-on role in managing our largest accounts across these countries
- 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
76% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jun 2021
$745.3m
SERIES C
Sep 2020
$106m
SERIES B
Total funding: $879.4m
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 HQ
Grachtengordel-West, Amsterdam, Netherlands
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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