Customer Success Manager

Hi! We’re Mercuryo, and we’re on a mission to redefine finance by blending the best of traditional banking with the innovations of decentralized finance (DeFi). We believe that everyone should have easy access to Web3 and traditional financial services — and we’re making that happen by building a robust platform that simplifies dealing with crypto and seamlessly integrates it into the broader financial ecosystem.

Since we launched in 2018, we’ve teamed up with Web3 top projects such as MetaMask, Trust Wallet, Ledger, Jupiter, 1inch, and PancakeSwap and 200+ others to power over 200 dynamic products. Our work also brings us into direct collaboration with major ecosystems such as Solana Labs, Consensys, and BNB Chain. We’re just getting started, and we want you to help us shape the future of money!

Why Mercuryo?

Industry Impact

Join us in helping world-class Web3 projects onboard millions of new users into the next generation of finance.

Innovative Environment

Collaborate with more than 200 talented professionals from diverse backgrounds — including banking, SaaS, and Web3 — all united in delivering outstanding user experiences.

Growth and Learning

Our expanding network of 200+ B2B partnerships and a user base of over 7 million means there’s always room to grow your skills, tackle new challenges, and push boundaries.

Flexible Culture

We’re remote-first, celebrating diversity across 30 countries. At Mercuryo, you’ll be empowered to take ownership of your work, spark creativity, and shape how we move forward together.

About the Role:

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. As a Customer Success Manager at Mercuryo, you will be responsible for building strong relationships with our customers, understanding their unique needs in the crypto space, and guiding them to achieve their goals.

Your Role:

• 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.

What We're Looking For:

• 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.

What We Offer:

• 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.

Join Us!

If you're driven to be a part of the Web3 forefront and are keen to leave your mark on this rapidly evolving field, Mercuryo is an excellent choice. Discover our open positions and see how you can contribute to shaping the future!