Customer Success Manager - UK

Mollie; City Of London; On-site; GBP 55,000 - 75,000; Full time

Job summary

A leading payments firm in London seeks a Customer Success Manager to drive customer growth and retention. In this role, you will manage relationships with key clients, ensuring satisfaction and identifying growth opportunities through collaboration with cross-functional teams. The successful candidate will have over 3 years of client-facing experience and a strong commercial mindset.

Qualifications

• 3+ years in client-facing roles managing enterprise accounts.
• Proven experience in driving revenue growth in SaaS or payments.
• Proficient in CRM for account management.

Responsibilities

• Build and maintain relationships with C-level executives.
• Manage account health, engagement, and renewals.
• Identify growth opportunities in collaboration with Sales.

Skills

Client-facing roles experience

Revenue growth

Analytical skills

Organizational skills

Communication skills

Tools

CRM

Job description

About Mollie

At Mollie, we’re on a mission to make payments and money management effortless for every business in Europe. What began 20 years ago as a more accessible, affordable way for companies to get paid has evolved into a powerful alternative to the complex, costly solutions offered by traditional banks.

Today, we support over 250,000 businesses across Europe with a seamless, all-in-one platform that simplifies payments and financial operations. Behind this is a diverse team of 850+ specialists in product, finance, support, commerce, and engineering working across offices from Lisbon to London.

Your Opportunity: We are looking for a strong, customer-centric individual with a strategic and entrepreneurial mindset to help drive Mollie’s customer growth and retention in the GB region.

As a Customer Success Manager, you will play a critical role in managing and expanding relationships with our most important customers; from scaling businesses to established mid-market and large enterprises. You’ll act as a trusted advisor, helping customers unlock the full potential of Mollie’s products, ensure long-term success, and identify opportunities for growth and retention.

You’ll collaborate closely with cross-functional teams including Sales, Product, Support, and Marketing, while reporting to the Customer Success Lead for International Markets. Your ability to understand customer goals, align them with Mollie’s solutions, and deliver a world-class experience will have a direct impact on customer satisfaction and our broader commercial success.

Responsibilities

Love: Champion exceptional customer experiences and advocacy.

• Build and maintain trusted relationships with C-level executives and key decision makers as a go-to payments advisor.
• Guide customers through digital transformation to leverage Mollie for streamlined operations and growth.
• Champion the customer’s voice internally by sharing feedback to enhance product and user experience.

Retain: Ensure long-term success, satisfaction, and loyalty.

• Manage overall account health, engagement, product usage, renewals, and satisfaction.
• Lead retention and advocacy by delivering proactive support and driving results across multiple products.
• Support contract negotiations and renewal strategies to ensure smooth, mutually beneficial agreements.

Grow: Drive business expansion and optimize commercial value.

• Identify and lead growth opportunities by collaborating with Sales and Technical Account Managers.
• Develop and implement success plans that align customer goals with Mollie’s solutions for maximum ROI.
• Perform strategic business reviews with stakeholders to share insights, uncover growth, and align priorities.

Requirements

• 3+ years in client-facing roles managing enterprise or complex accounts in SaaS or payments
• Commercial mindset, with proven experience driving revenue growth
• Strong analytical, data-driven problem-solving and customer insight skills
• Excellent organizational skills managing complex projects and multiple stakeholders
• Confident executive presence with strong communication to C-level and cross-functional teams
• Proficient in CRM for account management and engagement tracking
• Motivated to excel in a fast-paced, high-growth environment
• Proficiency in English, both written and verbal