Customer Success Manager (Fintech)

Customer Success Manager

Full-time/Company: Mercuryo

Mercuryo builds infrastructure that blends 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 and serves millions of users and 200+ B2B partners.

This role is based in Asia.

Responsibilities:

- Manage a portfolio of high-value enterprise merchants in Asia to ensure satisfaction, retention and growth
- Act as 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 / cross-sell opportunities
- Attend events and travel internationally to meet strategic merchants and represent the company

Requirements:

- 5+ years in Customer Success, Account Management or similar, ideally in fintech, payments, SaaS or B2B tech
- Proven experience managing high-value or enterprise accounts across the Asian region
- Strong commercial mindset with 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

Stack:

APIs, payment systems, onboarding flows, dashboards, HubSpot, blockchain, crypto payments, wallets

Benefits:

- Competitive market-rate salary and performance-based incentives
- 22 days annual leave + 6 company days, plus bank holidays
- Comprehensive health insurance plans
- Maternity & Paternity leave support
- Flexible work schedule and remote work options
- Modern offices and co-working spaces across 6 countries and working equipment
- Professional development and training opportunities
- Diverse and friendly team; opportunity to shape initiatives

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