Customer Success Manager

March 19

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Mercuryo

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Mercuryo is a global fintech company creating a new generation of financial services for leading web3 and fintech applications. The company offers a holistic platform that integrates with both web3 and fiat worlds through a single API to provide a wide range of financial services. Mercuryo facilitates fiat-to-crypto exchanges, on- and off-ramps, and provides built-in anti-fraud infrastructure and screening. By partnering with notable entities like MetaMask and PancakeSwap, Mercuryo enhances access to decentralized finance (DeFi) services, streamlines onboarding, and strengthens payment solutions. Backed by a team of over 200 professionals, Mercuryo is at the forefront of payments innovation, aiming to bridge conventional and web3 finance.

Blockchain • cryptocurrency • FinTech • Financial Services • Acquiring

201 - 500 employees

Founded 2018

💳 Fintech

🌐 Web 3

💰 Series A on 2021-06

📋 Description

• We are seeking an experienced and talented Customer Success Manager to join our team and play a key role in driving the success and satisfaction of our crypto-focused clients. • Build and maintain strong relationships with our crypto-focused clients, serving as their primary point of contact and trusted advisor. • Proactively engage with customers to understand their crypto payment needs, challenges, and objectives, and provide strategic guidance and solutions. • Collaborate closely with cross-functional teams, including Sales, Product, and Technical Support, to ensure seamless onboarding, adoption, and ongoing success for our customers. • Conduct regular check-ins and business reviews with customers to assess their progress, address any concerns, and identify opportunities for growth and expansion. • Serve as a customer advocate within the company, representing their interests and feedback to the relevant teams and driving product improvements and enhancements. • Stay up-to-date with the latest trends, regulations, and developments in the crypto industry and provide expert insights and recommendations to customers. • Monitor and analyse key performance metrics to track customer health, identify upsell opportunities, and mitigate churn risks. • Provide training and guidance to customers on crypto payment processes, security best practices, and industry trends. • Handle escalated customer issues and ensure timely resolution, collaborating with internal teams to deliver exceptional customer support. • Continuously strive to exceed customer expectations, ensuring high levels of customer satisfaction, retention, and advocacy.

🎯 Requirements

• Bachelor's degree in Business, Finance, or a related field. • Proven experience as a Customer Success Manager or similar role in the crypto or financial industry. • Deep understanding of cryptocurrencies, blockchain technology, and the crypto ecosystem. • Strong track record of building and maintaining successful customer relationships, driving customer success, and achieving retention and growth targets. • Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels. • Analytical mindset with the ability to interpret data, derive insights, and make data-driven recommendations. • Familiarity with cryptocurrency wallets, exchanges, and payment gateways. • Experience with payment processing, transaction investigation and troubleshooting will be considered an advantage. • Experience with customer success tools and CRMs. • Self-motivated, proactive, and results-oriented mindset. • Exceptional organizational and time management skills, with the ability to prioritise and manage multiple customer accounts simultaneously.

🏖️ Benefits

• Competitive market rate salary and performance-based incentives. • 22 days annual leave with an additional 6 company days, plus bank holidays. • Comprehensive health insurance plans. • Extensive benefits program. • Flexible work schedule and remote work options. • Modern offices and co-working spaces across 6 countries. • Working equipment. • Professional development and training opportunities. • Opportunity to shape the initiatives you’re working on. • Diverse and friendly team. • We are open-minded to new ideas.