Head of Customer Success

At Mercuryo, we're at the forefront of enhancing decentralized finance (DeFi) with innovative payment use cases. Our goal is to redefine the finance experience, making sure everyone can easily access both web3 and traditional financial services. We're building a robust platform that makes dealing with crypto simpler and integrates it seamlessly into the broader financial ecosystem. Our mission is clear: to create a straightforward, user-friendly platform for businesses that are pioneering the next generation of consumer services with crypto.

Since launching in 2018, we've joined forces with web3 giants like MetaMask, Trust Wallet, Ledger, Jupiter, 1inch, PancakeSwap, powering over 200 dynamic products. This collaboration is driving the creation of innovative payment solutions within the web3 industry, involving direct engagements with prominent ecosystems such as Solana Labs, Consensys, and BNB Chain.

Why Mercuryo?

Industry Impact: Make a real difference by contributing to leading web3 projects that onboard millions of users into the new economy.

Innovative Environment: Join a team of over 200 professionals from the most dynamic sectors, including banking, SaaS, and web3, all committed to delivering the best user experience in the industry.

Growth and Learning: With partnerships spanning more than 200 top-tier B2B collaborations and a user base exceeding 7 million, the opportunities for professional growth are vast.

Flexible Culture: Embrace our remote-first policy that values diversity, with team members from over 29 countries, creating an environment where ownership and creativity thrive.

About the role  

We are seeking a dynamic Head of Customer Success to lead our Customer Success team. The ideal candidate is a proven leader with a track record of driving growth, using strategic insights to focus on reducing churn, increasing turnover, and enhancing customer satisfaction. As Head of Customer Success, you will play a critical role in our company’s success by ensuring our merchants achieve their desired outcomes while using our products and services. 

Your Role: 

- Develop and implement a comprehensive customer success strategy that focuses on merchant growth, retention, and satisfaction. 

- Lead, mentor, and scale the customer success team to ensure they have the skills and resources to meet and exceed customer expectations. 

- Analyse customer data to identify trends, forecast churn, and develop proactive strategies to increase customer lifetime value. 

- Collaborate with the Product, Marketing, and Sales teams to align strategies and optimise customer experience across all touchpoints. 

- Establish and monitor key customer success metrics, including churn rate, customer satisfaction (CSAT), Net Promoter Score (NPS), and revenue growth from existing customers. 

- Drive continuous improvement initiatives based on merchant feedback and performance data to enhance service delivery and product offerings. 

- Serve as the voice of the merchant within the organisation, ensuring customer feedback is accurately represented in product development and company strategy. 

- Develop and maintain strong relationships with key accounts, providing strategic guidance and support to ensure their success and satisfaction. 

- Prepare and present regular reports to senior management on the performance of the customer success team and key customer success metrics. 

What We're Looking For: 

- Bachelor's degree in business administration, Marketing, or related field. A master's degree is a plus. 

- Minimum of 5 years of experience in a customer success, account management, or similar role within the technology or financial services industry, with at least 2 years in a leadership position. 

- Strong understanding of the cryptocurrency and blockchain industry. 

- Proven track record of developing and executing successful customer success strategies that have resulted in increased customer satisfaction, retention, and revenue growth. 

- Exceptional analytical skills with the ability to translate data into actionable insights. 

- Excellent leadership and people management skills, with the ability to motivate and develop a high-performing team. 

- Outstanding communication and interpersonal skills, with the ability to build relationships with customers, team members, and other stakeholders. 

- Strong problem-solving skills and the ability to think strategically and tactically.

What We Love About You:

• Proven track record of implementing regulatory and compliance programs. 
• A pragmatic mindset coupled with legal, compliance, or financial qualifications. 
• Strong communication skills, both verbal and written, with the ability to tailor your approach to the audience. 
• Proficiency in additional languages (advantageous but not necessary). 
• Comfortable working autonomously in a small team. 
• Willingness to share knowledge and experience with a young team. 
• Inquisitive and confident in questioning the status quo. 
• A good team player who thrives in a start-up environment. 
• Impeccable work ethic and an entrepreneurial business mindset. 

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
• 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

We're hybrid-remote so you should be comfortable picking up new software tools for document drafting, collaboration and communication. Most of your colleagues will not share an office with you on a day-to-day basis.

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