Customer Success Manager

We’re looking for an exceptional team member to join our On and Off-Ramp Customer Success. If you’re someone who thrives on driving merchant success, enjoys partnering directly with global brands, and wants to play a meaningful role in shaping how millions of users access crypto worldwide, you’ll feel right at home here.

You’ll work with well-known Web3 and fintech partners, collaborate cross-functionally with highly skilled teams, and take ownership of strategic relationships in a space that evolves quickly and rewards initiative.

Why You’ll Love Working Here:

• You’ll work directly with high-profile global merchants and fast-scaling Web3 brands.
• You’ll be supported by experienced, collaborative colleagues who genuinely care about doing excellent work.
• You’ll have meaningful ownership over your portfolio, with space to influence product direction and shape merchant strategy.
• We value initiative, continuous learning, and thoughtful craftsmanship in everything we do.
• Fully remote role with flexibility and a culture built on trust, transparency, and respect.

Your Role:

• Take full ownership of the end-to-end success of your merchants, from onboarding and integration oversight through to long-term optimisation and strategic growth.
• Act as the internal advocate for your merchants, ensuring they extract maximum value from Mercuryo’s on- and off-ramp infrastructure.
• Collaborate daily with Product, Engineering, Integrations, Compliance, and Analytics to remove blockers, influence improvements, and enhance the merchant experience. Be a true team player.
• Review integrations, monitor KPIs, analyse volumes, acceptance rates, funnels, and behavioural patterns, identifying opportunities to scale, optimise, or introduce new features.
• Lead clear, structured communication with merchants and guide them through technical, operational, or product-related challenges.
• Surface and develop new opportunities, new use cases, new payment rails, and new geographical regions for expansion.
• Maintain clean, organised documentation, dashboards, and workflows in HubSpot and Confluence to ensure visibility and operational excellence.

What We're Looking For:

• 3+ years in a client-facing role such as Customer Success, Account Management, Solutions, Technical Support, or a fintech/crypto merchant-facing position.
• Confident working with APIs, payment flows, widgets, and analytical dashboards; comfortable connecting technical detail to commercial outcomes.
• Proficiency in English. Russian is an advantage but not essential.
• Collaborative by nature, you celebrate team wins and contribute to a culture of trust, support, and high standards.
• A calm, mature communicator who navigates time-sensitive situations with clarity and composure.
• Proactive, curious, and driven to continuously deepen your understanding of merchants, products, and industry trends.
• Detail-oriented with the ability to translate complex technical ideas into simple, actionable insights.
• Experience with HubSpot and Metabase is a plus.

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.

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.