Customer Success Manager
4 dagen geleden
At Mollie, we're seeking a highly driven and ambitious Customer Success Manager to join our Customer Success Management team. As a key member of our team, you'll play a crucial role in accelerating the growth of our existing customer base.
Our mission is to facilitate our customers' success through proactive support and oversight. We strive to understand our customers' needs and use that information to ensure they get the most value from our product. As a trusted advisor, you'll be 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 Mollie's largest customers in the Dutch market. Your key responsibilities will include:
- Driving customer retention by staying ahead of customer needs and offering new insights, strategies, and functionalities;
- Spurring customer account growth through your deep knowledge of our product and the ability to upsell relevant payment methods;
- Encouraging advocacy from your customers by helping them achieve successful results and by developing trusted, long-term relationships with them;
Key Responsibilities:
- 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;
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
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