Customer Success Manager – Card Acquiring

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Mercuryo

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

💳 Fintech

🌐 Web 3

💰 Series A on 2021-06

Fintech • Web 3 • Payments

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.

📋 Description

• Manage a portfolio of strategic Card Acquiring merchants, acting as the main point of contact for day-to-day relationship management and escalations. • Build strong relationships with merchants, understanding their business model, goals, transaction behaviour, and growth strategy. • Monitor and improve merchant acceptance rate, approval rate, and overall payment success rate. • Analyse transaction performance and decline reasons, identifying trends and opportunities to improve conversion. • Work closely with Risk, Fraud, Product, Tech, and Payment teams to resolve payment issues and optimise transaction performance. • Manage and coordinate OTC deals and ensure high-value transactions are handled efficiently and with the appropriate controls. • Provide high-touch support to VIP and top-tier partners, ensuring excellent service and rapid resolution of issues. • Work across multiple entities and payment providers to ensure merchants are routed efficiently and receive the best possible payment experience. • Monitor merchant performance through key metrics including volume, turnover, acceptance rate, chargebacks, and profitability. • Prepare and lead Quarterly Business Reviews (QBRs) with strategic merchants, presenting performance insights, key achievements, challenges, and future opportunities. • Prepare clear and data-driven presentations and business updates for senior leadership, highlighting merchant performance, risks, opportunities, and strategic recommendations. • Act as the internal voice of the merchant, ensuring feedback and business needs are communicated effectively across teams. • Ensure all merchant queries, incidents, and escalations are handled within agreed SLAs. • Identify operational inefficiencies and propose improvements to processes, workflows, and merchant servicing. • Support strategic initiatives related to card acquiring, payments optimisation, and commercial growth.

🎯 Requirements

• 3+ years of experience in Customer Success, Account Management, Payments, Merchant Operations, or a similar role. • Strong understanding of card acquiring, payment flows, transaction lifecycles, and merchant payment optimization. • Experience managing enterprise, VIP, or strategic merchants. • Strong analytical skills with the ability to interpret payment and performance data. • Excellent communication, stakeholder management, and problem-solving skills. • Commercial mindset with the ability to identify growth and upsell opportunities. • Ability to thrive in a fast-paced, high-growth environment.

🏖️ 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. • Maternity & Paternity leave support. • 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.