Customer Success Manager

🕒 March 11

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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 high-value enterprise merchants in Asia, ensuring satisfaction, retention, and growth. • Act as the primary point of contact for strategic accounts, driving day-to-day operational excellence. • Optimise merchant success by analysing performance metrics and proactively identifying opportunities to enhance growth and reduce churn. • Collaborate closely with Product, Compliance, Tech, and Commercial teams to support complex merchant needs. • Lead business reviews with key accounts and present performance insights and improvement plans. • Use HubSpot to track merchant health, log communications, and manage lifecycle touchpoints. • Handle escalations with professionalism, speed, and a solution-oriented mindset. • Identify upsell and cross-sell opportunities based on merchant performance and product fit. • Attend key events and be open to international travel to meet strategic merchants and represent the company at conferences. • Maintain a deep understanding of our products and services to guide merchants effectively. • Contribute to the continuous improvement of internal processes and documentation.

🎯 Requirements

• Minimum 5 years in a Customer Success, Account Management, or similar role, ideally in fintech, payments, SaaS, or B2B tech. • Proven track record managing high-value or enterprise accounts across the Asian region. • Strong commercial mindset with experience negotiating contracts and optimising merchant outcomes. • Excellent communication and stakeholder management skills. • Technically confident with a solid understanding of APIs, payment systems, onboarding flows, and dashboards. • Hands-on experience using HubSpot. • Strong understanding of blockchain technology, crypto payments, wallets, and compliance frameworks. • Strategic mindset with a hands-on approach to problem-solving. • Able to work autonomously and thrive in a high-performance, fast-paced environment. • Willingness to travel within Asia and beyond as needed. • Fluency in English and Mandarin is required.

🏖️ 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.