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Customer Success Manager - The Netherlands

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Mollie

15d ago

  • Job
    Full-time
    Mid Level
  • Customer Relations
    Sales & Business Development
  • Amsterdam

AI generated summary

  • You need 4+ years in Customer Success for SaaS, strong relationship-building skills, CRM experience, and fluency in local language and English, with a focus on results and problem-solving.
  • You will drive customer retention, foster account growth, build relationships, resolve issues, conduct check-ins, communicate with Product teams, and identify process improvements.

Requirements

  • 4+ years of Client Services experience as a Customer Success Specialist within a SaaS organization 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
  • 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
  • Numbers driven person, CRM experience, excel experience
  • Local language native
  • Fluent in English

Responsibilities

  • 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
  • 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 largest Dutch customers to ensure retention and growth, through conducting (on-site) business reviews
  • Work with the Customer Success Management team to ensure top customer satisfaction by resolving issues and finding quick, viable solutions
  • Turn distressed customers/situations into opportunities to delight our customers through product knowledge, and exceptional communication skills with 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
  • Show your innovative side by identifying areas for process improvement and optimization
  • Increase net promoter score
  • Report and discuss performance through available dashboards and funnel management

FAQs

What are the main responsibilities of a Customer Success Manager at Mollie?

The main responsibilities include driving customer retention, spurring account growth, encouraging customer advocacy, building relationships with the largest Dutch customers, resolving issues, conducting business reviews, and identifying areas for process improvement.

What qualifications are required for this position?

Candidates should have 4+ years of Client Services experience in a SaaS organization, a passion for customer success, strong problem-solving skills, experience maintaining customer account information in a CRM, and fluency in the local language and English.

Is prior experience with customer relationship management systems necessary?

Yes, prior experience maintaining customer account information and communications within a CRM is required.

What is the emphasis placed on customer relationships in this role?

The role emphasizes building strong, trusted, long-term relationships with customers to ensure their success, retention, and satisfaction.

What metrics will be used to measure success in this role?

Success will be measured through customer retention rates, account growth, customer satisfaction scores, and net promoter scores.

Will I need to communicate with Product teams?

Yes, acting as a liaison with Product teams to communicate urgent customer issues is part of the role.

Is local language fluency mandatory for this position?

Yes, fluency in the local language is mandatory for this position.

What skills are needed to handle distressed customers?

Exceptional communication skills, product knowledge, and a positive attitude are needed to turn distressed situations into opportunities for customer delight.

Is the role focused solely on managing existing accounts?

No, the role also involves spurring account growth and upselling relevant payment methods to existing customers.

Will I be required to conduct onsite visits with customers?

Yes, conducting (on-site) business reviews with customers is part of the responsibilities in this role.

Mollie

Making money management effortless for every business in Europe.

Finance
Industry
501-1000
Employees
2004
Founded Year

Mission & Purpose

Mollie is a global payments service provider that simplifies online transactions for businesses of all sizes. Their mission is to make payment processing easy, accessible, and secure, enabling companies to manage payments efficiently and grow their business. Mollie aims to enhance the payment experience by offering a range of integrated payment solutions that streamline financial operations and support global commerce.