Customer Success Manager

Who you are

• Experience: 4+ years of experience in Account Management, Customer Success Management, or a similar customer-facing role within a SaaS organization
• Growth Mindset: Strong background in negotiation, up-selling, and cross-selling to successfully expand customer value and product adoption
• Relationship Management: Expertise in building and managing high-value relationships via phone, email, and in-person meetings
• Data Proficiency: A proven data-driven mindset with working knowledge of CRM systems and proficiency in Excel for account analysis and reporting
• Record Management: Prior experience accurately maintaining all customer account activities (calls, emails, follow-ups) within a CRM tool
• Language Skills: Native fluency in Dutch and professional fluency in English, both written and spoken

What the job involves

• As a Customer Success Manager, you will be the trusted advisor and key link between our largest Dutch customers and Mollie's success. Your direct impact will be measured in customer retention, adoption of our platform, and significant account growth
• You’ll drive success by building strong, long-term relationships, anticipating needs, and delivering tailored solutions that help businesses thrive. You'll use a data-driven approach to monitor account performance, turning customer challenges into clear opportunities for both Mollie and the client
• This is more than relationship management; it's about strategic insight and operational execution. You will directly contribute to Mollie's growth mission through successful upsells and retention, working closely with strategic stakeholders and providing feedback that genuinely shapes our product roadmap. If you are driven by outcomes and ready to own a high-profile customer portfolio, this is your opportunity to step up
• Drive Account Growth & Retention: Manage customer renewals, reduce churn, and proactively identify opportunities for upselling relevant payment methods and product expansion
• Be the Trusted Stakeholder: Build and maintain trust with key customer stakeholders through regular check-ins and strategic business reviews, acting as the main point of contact
• Advocate for Customer Needs: Collect valuable customer insights and advocate internally to support product enhancements and ensure our offerings align with client needs
• Monitor & Report Performance: Track account KPIs, health scores, and CSAT/NPS metrics, providing leadership with clear, actionable data-driven insights
• Ensure Customer Success: Use a solutions-oriented mindset to provide proactive support and ensure our customers are getting maximum value from the Mollie platform

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