Customer Success Manager (Card Acquiring)

We are looking for a highly motivated and commercially driven Customer Success Manager – Card Acquiring to manage and grow strategic merchant relationships within our card acquiring business. This role requires someone who understands the payments ecosystem, can build strong merchant relationships, and is passionate about driving performance, growth, and operational excellence. 

Your Role:

• Manage a portfolio of strategic Card Acquiring merchants, acting as the main point of contact for day-to-day relationship management and escalations. 

• Build strong relationships with merchants, understanding their business model, goals, transaction behaviour, and growth strategy. 

• Monitor and improve merchant acceptance rate, approval rate, and overall payment success rate. 

• Analyse transaction performance and decline reasons, identifying trends and opportunities to improve conversion. 

• Work closely with Risk, Fraud, Product, Tech, and Payment teams to resolve payment issues and optimise transaction performance. 

• Manage and coordinate OTC deals and ensure high-value transactions are handled efficiently and with the appropriate controls. 

• Provide high-touch support to VIP and top-tier partners, ensuring excellent service and rapid resolution of issues. 

• Work across multiple entities and payment providers to ensure merchants are routed efficiently and receive the best possible payment experience. 

• Monitor merchant performance through key metrics including volume, turnover, acceptance rate, chargebacks, and profitability.

• Prepare and lead Quarterly Business Reviews (QBRs) with strategic merchants, presenting performance insights, key achievements, challenges, and future opportunities. 

• Prepare clear and data-driven presentations and business updates for senior leadership, highlighting merchant performance, risks, opportunities, and strategic recommendations. 

• Act as the internal voice of the merchant, ensuring feedback and business needs are communicated effectively across teams. 

• Ensure all merchant queries, incidents, and escalations are handled within agreed SLAs. 

• Identify operational inefficiencies and propose improvements to processes, workflows, and merchant servicing. 

• Support strategic initiatives related to card acquiring, payments optimisation, and commercial growth. 

What We're Looking For:

• 3+ years of experience in Customer Success, Account Management, Payments, Merchant Operations, or a similar role. 

• Strong understanding of card acquiring, payment flows, transaction lifecycles, and merchant payment optimization. 

• Experience managing enterprise, VIP, or strategic merchants. 

• Strong analytical skills with the ability to interpret payment and performance data. 

• Excellent communication, stakeholder management, and problem-solving skills. 

• Commercial mindset with the ability to identify growth and upsell opportunities. 

• Ability to thrive in a fast-paced, high-growth environment.  

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!