Customer Success Manager
Mollie
Job Level
Mid-LevelSenior
About the role
- Serve as the primary point of contact for a portfolio of mid-market and enterprise accounts
- Lead clients through onboarding, adoption, optimization, renewal, and expansion
- Own and execute Quarterly Business Reviews and executive check-ins to reinforce ROI and uncover growth opportunities
- Identify and influence upsell/cross-sell opportunities; partner closely with Sales/Growth to close them
- Guide customers through trial-to-paid conversion when applicable to drive early revenue impact
- Use platform data to build compelling, value-driven stories that support strategic recommendations
- Monitor account health, risks, and goals; build structured playbooks to mitigate churn and maximize retention
- Partner with Product, Engineering, and Marketing to relay feedback, shape the roadmap, and enable success at scale
- Maintain accurate account activity in HubSpot and internal systems; track progress against key metrics like NRR and expansion contribution
- Champion the voice of the customer inside the company
Requirements
- 3–5 years of experience in Customer Success, Account Management, or a similar client-facing role at a B2B SaaS company
- Proven ability to manage accounts with $20K–$50K+ ACV and navigate stakeholder relationships at VP/C-suite levels
- Strong communicator — build trust, deliver with empathy, and handle tough conversations gracefully
- Data-driven mindset — comfortable using performance data to inform strategy and client conversations
- Familiarity with CRMs (HubSpot, Salesforce) and tools like Salesloft, Notion, or Gainsight
- Comfortable juggling priorities in a fast-moving, ambiguous environment
- Team-first attitude — collaborate, roll up your sleeves, and improve team performance
- Growth mindset — curious, coachable, and hungry to build new things from scratch
- Nice to have: Experience in AI, automation, voice technology, or customer engagement platforms
- Nice to have: Background in marketing tech, eCommerce, or sales-led SaaS environments
- Nice to have: Familiarity with customer onboarding and implementation workflows
- Nice to have: Experience working in a startup (Seed–Series B) or rapidly scaling company
