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 power of decentralized finance (DeFi). We believe everyone deserves seamless access to Web3 and traditional financial services, so we're building the platform that makes it real: one that simplifies crypto and integrates it into the broader financial ecosystem. Since launching in 2018, we've grown into a recognized force in the industry, named one of Europe's Fastest-Growing Startups 2025 by Sifted and awarded Best Crypto On-Ramp & Payments Solution 2025 by Cryptonomist. We've partnered with leading brands including Visa, Mastercard, MetaMask, Trust Wallet, Ledger, and Jupiter, powering over 200 products and collaborating directly with major ecosystems like Solana, Consensys, and BNB Chain. 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. AI-First Culture We actively integrate AI across the company, from operations and analytics to marketing and product workflows. It helps teams move faster, improve productivity, and focus on high-impact work - while maintaining human oversight and accountability at every step. We see AI as a core part of how our teams innovate, collaborate, and scale. 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 looking for a highly technical, proactive, and strategic Key Account Success Manager to join our high-performing Customer Success team. This role is based in Asia and will be responsible for managing our top-tier merchants across the region. You will act as a trusted advisor, helping merchants achieve their goals, optimise their performance, and drive long-term growth. As a senior member of the Success team, you’ll bring hands-on experience with complex merchant relationships, an ability to negotiate and problem-solve, and a passion for delivering exceptional client experiences. Your Role: 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. What We’re Looking For: 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. 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. 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. 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! Mercuryo is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to providing employees with a work environment that is progressive and open-minded. Our employment philosophy is to hire the best people and empower them to do the best work of their lives. Employment decisions are based on business needs and individual merit, without regard to race, colour, religion, ethnicity, sexual orientation, nationality, marital status, gender, age, disability, veteran status, or any other characteristic protected by law. Mercuryo is also committed to providing reasonable accommodations during the application process for qualified individuals with disabilities. If you require assistance to complete your application, please contact our Talent Team.