customer success manager

Mercuryo builds infrastructure that combines traditional banking and decentralized finance to simplify crypto access for users and businesses. Founded in 2018, the company partners with Visa, Mastercard, MetaMask and others, serving millions of users and more than 200 B2B partners.

• Manage a portfolio of high-value enterprise merchants in Asia to ensure satisfaction, retention and growth;
• Act as the primary point of contact for strategic accounts and drive day-to-day operational excellence;
• Analyse performance metrics, run business reviews and present improvement plans;
• Collaborate with Product, Compliance, Tech and Commercial teams to support complex merchant needs;
• Use HubSpot to track merchant health, log communications and manage lifecycle touchpoints;
• Handle escalations professionally and identify upsell and cross-sell opportunities;
• Attend events and travel internationally to meet strategic merchants and represent the company.

• 5+ Years of experience in Customer Success, Account Management or a similar role, ideally in fintech, payments, SaaS or B2B tech;
• Proven experience managing high-value or enterprise accounts across the Asian region;
• Strong commercial mindset and contract negotiation experience;
• Excellent communication and stakeholder management skills;
• Fluent in English and Mandarin;
• Technically confident with APIs, payment systems, onboarding flows and dashboards;
• Hands-on experience using HubSpot;
• Strong understanding of blockchain, crypto payments, wallets and compliance frameworks.

• Competitive market-rate salary and performance-based incentives;
• 22 Days of annual leave plus 6 company days and bank holidays;
• Comprehensive health insurance plans;
• Maternity and paternity leave support;
• Flexible work schedule;
• Modern offices and co-working spaces across 6 countries;
• Working equipment;
• Professional development and training opportunities;
• Diverse and friendly team with an opportunity to shape initiatives.