Offer summary

Qualifications:

3+ years of experience in relationship management or customer success, focusing on high-value clients., Proven track record in driving upsell and cross-sell outcomes., Excellent written and verbal communication skills, especially with senior clients., Data-driven mindset with proficiency in tools like Excel and CRM platforms..

Key responsibilities:

Own and execute the VIP engagement strategy for high-spending clients.

Identify revenue opportunities using customer data and create personalized outreach plans.

Build strong relationships with top clients through calls, emails, and personal check-ins.

Track and report on revenue growth and engagement metrics related to VIP activities.

Job description

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 200 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 are looking for an experienced and commercially driven VIP Relationship Manager to join our Customer Operations team. This is a brand-new role with exciting scope and visibility. You’ll be the driving force behind our white-glove support strategy for top-tier clients, proactively engaging high-spending users to maximise satisfaction, increase lifetime value, and strengthen loyalty.

Your mission will be to creatively identify and connect with high-value customers using data-led insights, create tailored experiences, and drive revenue growth through upselling and cross-selling. If you love building genuine client relationships, have a sharp eye for opportunity, and thrive in fast-paced environments - this role is for you!

Your Role:

Own and execute our VIP engagement strategy, offering premium, proactive service to high-spending clients.
Use customer data and behaviour insights to identify revenue opportunities and build personalised outreach plans.
Contact and build strong relationships with top clients via calls, emails, and personal check-ins to ensure loyalty and deepen engagement.
Creatively devise and launch campaigns or micro-initiatives that encourage further product usage and higher spend.
Collaborate with Product, Marketing, Sales, and Compliance to shape compelling offerings or features tailored to VIPs.
Track, measure, and report on revenue growth and engagement metrics related to VIP activities.
Provide white-glove resolution support for escalated VIP issues, ensuring swift and thoughtful service.
Develop playbooks and SOPs for VIP support and engagement, building out the foundation of a scalable programme.

What We're Looking For:

3+ years’ experience in a relationship management, customer success, account management, or RevOps role, ideally with a focus on high-value clients.
Proven success in driving upsell/cross-sell outcomes and improving client retention.
A creative, customer-first mindset with a flair for delivering bespoke experiences.
Excellent written and verbal communication skills; comfortable speaking directly to senior or high-profile clients.
Data-driven and comfortable using tools like Excel, CRM platforms (e.g. HubSpot), and dashboards to identify trends and opportunities.
Highly collaborative. Able to work across departments to push initiatives forward.
Passionate about delivering exceptional service and value to customers.

Nice to Have:

Experience in fintech, payments, or a fast-paced tech/start-up environment.
Familiarity with VIP or loyalty programmes.
Experience in a revenue-focused role where customer experience was central to success.

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!

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