Lead Customer Success Manager - B2B / SaaS (m/f/d) in München

Jobbeschreibung

To fuel our growth, we are looking to further develop our Customer Success activities in Germany, Austria and Switzerland. Our client portfolio is growing and you will be leading a team of 1-3 Customer Success Managers. You will work closely with the Head of Sales, Customer Support and also the central CSM Specialist on driving the Customer Success strategy across our important DACH client portfolio. High client retention and NPS are your key goals, as much as revenue generated through up-sells to our existing client base. As we are aggressively growing our market-share in DACH, your client portfolio and also team will grow. The e-commerce market is booming & the online payments industry is experiencing the biggest growth. We currently have over 190.000 customers in the Benelux market and we are on a mission to conquer the rest of Europe. Conquering Germany has been set as the number one priority for us and we need your help to make us well known. This role reports into the VP DACH and is based in Munich working closely with the Head of Business Development and VP DACH. 

Your Responsibilities

• You will actively manage key accounts yourself, while managing a team of 1-3 CSM specialists.
• You will ensure that clients are well supported, consulted and educated on how to maximise our solution.
• You and your team are specialists on all our products and also conduct quarterly business reviews with key clients and regular personal outreach to the total portfolio.
• You will leverage data to track performance and prioritize actions, such as embedding NPS, proactively identifying churn, and systematically identify up-sell opportunities
• You will ensure the up-sell targets are hit and that your team is supported in closing these deals.

Your Profile

• 7 years of experience in a CSM role at a B2B SaaS company
• Passion for relationship management and account management, combined with a service mind-set
• Deep knowledge of customer success best practices and processes to drive customer satisfaction, increase retention, and grow share of wallet
• Strong people leadership and influencing skills with a proven track record of managing teams for performance
• Analytic approach with a strategic mindset, leveraging a data-driven approach to prioritize your plans and actions
• Ability to manage multiple projects with a real with demonstrable skills in planning and facilitating meetings and training, conflict resolution, and driving cooperation across stakeholders
• You have international (European) experience and enjoy working in multicultural teams and with people from different backgrounds
• You bring a bias for action, can-do mentality and enjoy working in a dynamic international environment that is changing every day!
• Fluency in German and English is required

What We Have To Offer

• Lunch at the Office
• Friday Drinks as well as Company Parties
• Flexible Office Hours
• Interne Allowance
• MacBook Pro, Supersize Screen (34 inches) and Bose Headphones
• Sport Events
• Pension Contribution and Referral Bonus
• Travel Reimbursement 
• Your Birthday Off and 5 complimentary Baby Days
• Employee Option Plan

• The more you share about yourself and the reason you apply at Mollie, the better!
• To start with, our recruiter Erika will contact you to find out more about you and your work history
• Then you will have an introductory talk with the hiring manager focused on the team fit and your general knowledge. This round will be conducted via Hangouts. If this round is successful you will have another interview with the hiring manager and a member of the data team to dive deeper into your experience.
• After that you will receive a take-home assignment which you will present to us on Google Hangouts in the third round.
• In the third round you will meet the rest of the team and they will challenge you on your approach.

Because of the current circumstances, we will interview you as well as hire you completely remotely. You will start working remotely, but as soon as possible, you will continue your work at our office in the heart of Munich.

Being authentic is our baseline We are one of Europe’s fastest-growing fintech companies. We provide a simple and clear payment API, which enables webshop and app builders to implement more than ten different payment methods in one go. In the first few years of existence, our business was a developer-only adventure, and about 15 years later devs and techs still comprise roughly 45% of all staff. As a natural consequence, we still are —and aim to be—highly tech-minded. This focus on the technical side can be found in various things. Like, you pick whatever tools you want to use to get the job done. MacBooks, absurdly large or many screens, top-notch noise-cancelling headphones and whatever other equipment makes your nerd-boat float. We go to great lengths to create a space that allows you to focus on the things that will make you happy: shipping great features you helped dream up and build. We don’t have code monkeys, but we do give you a problem and trust that you will create an outstanding solution. We believe in sane working hours and long-term solutions, instead of 70-hour work weeks with temporary workarounds.

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Extra Informationen

Status

Inaktiv

Ausbildungsniveau

Hochschule/Universität

Standort

München

Arbeitsstunden pro Woche

4 - 40

Jobart

Vollzeitstelle

Tätigkeitsbereich

Administration / Verwaltung

Führerschein erforderlich?

Nein

Auto erforderlich?

Nein

Motivationsschreiben erforderlich?

Nein

Sprachkenntnisse

Deutsch