At Mollie, we have an exciting opportunity for you to join our Customer Success team and contribute to the growth and retention of our customer base. Are you the proactive and motivated Customer Success Representative we're looking for?

Your opportunity
The mission of our Customer Success team is to support our customers' success through a combination of proactive account management and responsive problem-solving. We work closely with our customers to understand their needs, ensure they get the best out of our platform, and help them grow their business.

As a Customer Success Representative at Mollie, you’ll focus on building relationships with a wide range of customers in our mid-market segments. Your role will involve proactive account management and responding to customer escalations. You will ensure that customers benefit from our solutions, assist with upsell and cross-sell opportunities, and address any challenges they face.

Your role and responsibilities:

In this role, your primary focus will be customer retention, addressing customer escalations, and winning back former customers. You'll act as a trusted advisor, providing timely support and fostering satisfaction and loyalty across a broad range of accounts in the mid-market.

Your Responsibilities:

• Proactively manage customer relationships through regular check-ins to ensure satisfaction and ongoing engagement.

• Address customer escalations with prompt and effective solutions, ensuring swift resolution and retention.

• Identify opportunities for retention through tailored product recommendations that align with customer goals.

• Monitor account health to prevent churn, taking proactive action on any identified risks.

• Lead winback efforts for past customers by understanding their challenges and re-presenting Mollie's value.

• Collaborate closely with Product, Sales, and Support teams to advocate for customer needs and incorporate their feedback into improvements.

What we’re looking for:

• A problem-solver with a retention-driven mindset who enjoys proactive support, helping customers succeed, and ensuring they stay with Mollie.

• 2+ years of experience in a Customer Support, Customer Success, Account Management, or related role, ideally in a SaaS or technology-driven environment.

• A passion for customer success and a proven ability to manage relationships, solve problems, and drive customer satisfaction.

• Excellent communication skills, both written and verbal, with the ability to explain complex solutions in simple terms.

• A proactive mindset: You anticipate customer needs and take the initiative to address issues before they become problems.

• Experience using CRM systems to track customer interactions and manage accounts.

• Strong organizational skills and the ability to juggle multiple customers and priorities at once.

• Fluency in Dutch and English is required.

What we offer:

• A fast-paced, dynamic working environment with a collaborative and motivated team.

• A chance to work with some of the most exciting and innovative customers in the market, helping them succeed and grow their businesses.

• An opportunity to grow within the Customer Success team, with a clear path toward more senior roles such as Customer Success Manager.