Customer Success Manager - DACH (m/w/d)



Customer Service, Sales & Business Development
Munich, Germany
Posted on Friday, June 28, 2024

Your opportunity

Become a part of Mollie’s rapid-growth story, joining the expanding DACH team as we build on our success to date and increase the number of German companies that use Mollie to process their online payments and drive their growth. We’re a fintech unicorn and market leader in European payments, with over 120.000 customers including Heineken, Gymshark & Koro.

The mission of our Customer Success Management team is to facilitate our customer's success through proactive strategic support and oversight. We strive to understand our customer’s 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 a large customer base. 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

  • Be the expert of your customers business and give valuable advice based on customer's vertical and market performance

  • Work together with different departments to help deliver customer insights and make our product even better

What you'll be doing:

  • Focus on building relationships with our customers to ensure retention and growth, via planned and focused engagements via phone calls, visits and email communication

  • Work with the Customer Success Management team to ensure top customer satisfaction by resolving issues and finding quick, viable solutions

  • Report and discuss performance through available dashboards and funnel management

  • Develop improvement recommendations for your customers through analysing their current setup, customer's vertical and market performance

  • Act as a liaison with Product teams to communicate urgent strategic customer issues

  • Cooperate with Marketing to deliver customer success stories within your customer portfolio

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

What you'll bring:

  • 3+ years of Client Services experience as a Customer Success Specialist or Key Account Specialist with direct experience in developing customer relationships that promote retention and loyalty

  • Passionate about customer success; seeks to achieve extraordinary results through tenacious and creative problem-solving

  • Prior experience maintaining customer account information, face to face meetings, 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

  • Numbers driven person, CRM experience, excel experience

  • Strong presentation and communication skills (written and oral) and negotiating ability in English and German (fluent)

  • We kindly ask you to not apply to this role if you are not business fluent in German. This is a hard requirement for the DACH market.