Customer Success Manager

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 300 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'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.

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

Mercuryo is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to providing employees with a work environment that is progressive and open-minded. Our employment philosophy is to hire the best people and empower them to do the best work of their lives. Employment decisions are based on business needs and individual merit, without regard to race, colour, religion, ethnicity, sexual orientation, nationality, marital status, gender, age, disability, veteran status, or any other characteristic protected by law. Mercuryo is also committed to providing reasonable accommodations during the application process for qualified individuals with disabilities. If you require assistance to complete your application, please contact our Talent Team.