Head of Customer Success

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 a dynamic Customer Success Lead to manage and develop our Customer Success team. 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 the Customer Success Lead, you will play a critical role in our company’s success by ensuring our merchants achieve their desired outcomes while using our products and services.

Your Role:

• Develop and implement a comprehensive customer success strategy that focuses on merchant growth, retention, and satisfaction.
  
• Lead, mentor, and scale the customer success team to ensure they have the skills and resources to meet and exceed customer expectations.
  
• 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.
  
• 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 organisation, 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.
  
• Prepare and present regular reports to senior management on the performance of the customer success team and key customer success metrics.
  

What We're Looking For:

• Bachelor's degree in business administration, Marketing, or related field. A master's degree is a plus.
  
• Minimum of 5 years of experience in a 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.
  
• 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.
  
• Excellent leadership and people management skills, with the ability to motivate and develop a high-performing team.
  
• Outstanding communication and interpersonal skills, with the ability to build relationships with customers, team members, and other stakeholders.
  
• Strong problem-solving skills and the ability to think strategically and tactically.

What We’re Looking For:

• Proven track record of implementing regulatory and compliance programs. 
• A pragmatic mindset coupled with legal, compliance, or financial qualifications. 
• Strong communication skills, both verbal and written, with the ability to tailor your approach to the audience. 
• Proficiency in additional languages (advantageous but not necessary). 
• Comfortable working autonomously in a small team. 
• Willingness to share knowledge and experience with a young team. 
• Inquisitive and confident in questioning the status quo. 
• A good team player who thrives in a start-up environment. 
• Impeccable work ethic and an entrepreneurial business mindset. 
  

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!