Customer Success Team Lead - Benelux & International Markets

Join Mollie as a Customer Success Team Lead - Benelux & International Markets.

Build with us

Businesses deserve better from finance. Less friction, more freedom. Since 2004, Mollie has been on a mission to make payments and money management effortless for every business in Europe.

Today, more than 250,000 companies trust our all-in-one platform to get paid, manage money and grow on their terms. Simple, scalable and built with real businesses in mind.

We’re one of Europe’s fastest-growing fintechs, with 900+ Mollies across 12+ locations. Our people make this growth possible. We move fast, build with purpose and care deeply about our customers. Whether you’re solving problems, building market-leading products or exploring how AI can make work smarter, you’ll have the freedom to create and the trust to deliver.

Your impact

As our Customer Success Team Lead, you will play a pivotal role in scaling our Customer Excellence craft across Europe. You will lead and mentor a talented team of CSMs split across two key areas. This is a high-visibility leadership role at the heart of Mollie’s expansion. Most of our team members are relatively new to the organization, meaning your mission is to be a "coach-player"—guiding them to excellence while personally handling high-level customer escalations and strategic pricing discussions. You’ll ensure that as we expand into new regions like Scandinavia and Italy, our largest accounts continue to receive the proactive, world-class support that defines Mollie.

What you’ll ship

• Coach and mentor up to 10 CSMs, fostering a culture of excellence, accountability, and continuous development.
• Refine and oversee the onboarding process for complex, high-value customers, ensuring a frictionless transition from sales to active, successful processing on the Mollie platform.
• Own the strategy for upsells, "win-backs," and overall customer happiness, ensuring our merchants achieve maximum value from Mollie’s products.
• Take a hands-on role in managing our largest accounts, acting as a trusted advisor and the main point of escalation for critical issues.
• Optimize team capacity and implement process improvements to enhance operational efficiency and the customer experience.
• Partner with Product, Sales, and Marketing to ensure customer feedback is integrated into our roadmap and that we are successfully upselling new solutions like Integrated Payment Platforms (IPP).

What you’ll bring

• 3+ years of experience in Customer Success or Account Management within a fast-growing SaaS or Payments environment.
• 2+ years of leadership experience, with a proven track record of managing and mentoring teams of 5+ people.
• Extensive experience in driving retention and growth metrics (NPS, churn, upsell) and managing high-stakes renewals.
• Ability to manage executive-level relationships and navigate complex pricing and contract negotiations.
• Experience using CRM and BI tools (Salesforce, Looker, Excel) to report on customer health scores and performance targets.
• Fluency in English and willingness to travel internationally roughly twice per quarter to connect with your remote team members.

Grow your way

At Mollie, growth is personal. We believe everyone should have the chance to develop their skills, explore new challenges and shape their career on their own terms.

You'll get regular feedback and performance reviews to support your development, with fair and transparent salary reviews along the way. Many Mollies move into new roles or take on new projects to stretch themselves, and we actively hire from within to help you take the next step.

No matter if you're aiming for promotion, exploring a different career path or building new skills, you'll be supported with the tools, trust and opportunities to grow your way.

AI at Mollie

We believe in Always Be Shipping, and AI brings that philosophy to life across every team, every role, every day.

AI is core to how we build. It helps us move faster, simplify work and make smarter decisions, creating real impact for the businesses we serve. We're looking for people who are excited to use AI to shape the future of finance with us.

Benefits

• 20 days working from abroad (excl high risk countries)
• Wellbeing Budget: €60 per month net
• Lifestyle and Health Support via OpenUp
• 26 holiday days, plus an extra 2 days off in between 27 and 31 December
• Commute options: NS Business Card and bike lease plan
• Birthday off
• WFH Equipment Budget: one off budget of €400 for new hires
• Hybrid working with WFH & Internet allowance at €60 a month
• Discounted lunch: hot and cold meals plus snacks each day for less than €4 (pay when you use the service)
• Health Insurance: insure with ONVZ or receive €125 net towards your own insurance
• Annual Mollieverse event