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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. Are you the dynamic and ambitious leader who can take our customer success strategy to the next level?

Your Opportunity

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.

What you’ll be doing:

• 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.

What you’ll bring:

• 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.