Customer Success Lead

Hi! Were Mercuryo and were 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 were 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 weve 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. Were just getting started and we want you to help us shape the future of money!

Why Mercuryo

Industry Impact

Join us in helping worldclass 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 theres always room to grow your skills tackle new challenges and push boundaries.

Flexible Culture

Were remotefirst celebrating diversity across 30 countries. At Mercuryo youll be empowered to take ownership of your work spark creativity and shape how we move forward together.

Tasks

About the Role

We are looking for a Customer Success Lead to join our Customer Operations Team.

This role offers unparalleled access to the heart of the crypto and fintech industries.

The ideal candidate is a proven leader with a track record of driving growth using strategic insights to focus on reducing churn increasing turnover and enhancing customer satisfaction. As Customer Success Lead you will play a critical role in our companys success by ensuring our merchants achieve their desired outcomes while using our products and services.

If you want impact Mercuryos growth and the wider crypto ecosystem and be at the forefront of industry trends and innovations this is your chance!

Your Role:

Lead mentor and scale the customer success team to ensure they have the skills and resources to meet and exceed customer expectations.

Drive continuous improvement initiatives based on merchant feedback and performance data to enhance service delivery and product offerings.

Serve as the voice of the merchant within the company ensuring customer feedback is accurately represented in product development and company strategy.

Prepare and present regular reports to senior management on the performance of the customer success team and key customer success metrics.

Develop and implement a comprehensive customer success strategy that focuses on merchant growth retention and satisfaction.

Analyse customer data to identify trends forecast churn and develop proactive strategies to increase customer lifetime value.

Collaborate with the Product Marketing and Sales teams to align strategies and optimise customer experience across all touchpoints.

Establish and monitor key customer success metrics including churn rate customer satisfaction (CSAT) Net Promoter Score (NPS) and revenue growth from existing customers.

Serve as the voice of the merchant within the company ensuring customer feedback is accurately represented in product development and company strategy.

Develop and maintain strong relationships with key accounts providing strategic guidance and support to ensure their success and satisfaction.

Requirements

What Were Looking For:

Proven track record of developing and executing successful customer success strategies that have resulted in increased customer satisfaction retention and revenue growth.

Exceptional analytical skills with the ability to translate data into actionable insights.

Bachelors degree in business administration Marketing or related field. A masters degree is a plus.

Minimum of 5 years of experience in customer success account management or similar role within the technology or financial services industry with at least 2 years in a leadership position.

Strong understanding of the cryptocurrency and blockchain industry.

Exceptional analytical skills with the ability to translate data into actionable insights.

Excellent leadership and people management skills with the ability to motivate and develop a highperforming team.

Outstanding communication and interpersonal skills with the ability to build relationships with customers team members and other stakeholders.

Strong problemsolving skills and the ability to think strategically and tactically.

Benefits

What We Offer:

Competitive market rate salary and performancebased 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 coworking spaces across 6 countries.

Working equipment.

Professional development and training opportunities.

Opportunity to shape the initiatives youre working on.

Diverse and friendly team.

We are openminded to new ideas!

Join Us

If youre 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!