Customer Success Manager, Mollie
France
Office located in Gare Saint-Lazare, Paris
Payment service provider
Be an early applicant
Payment service provider
501-1000 employees
Be an early applicant
Office located in Gare Saint-Lazare, Paris
501-1000 employees
Company mission
To make payments and money management effortless for every business in Europe.
Role
Who you are
- 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
What the job involves
- 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
- 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
- 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
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
$732.1m
SERIES C
Sep 2020
$106m
SERIES B
Total funding: $865.7m
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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