Mercuryo
Customer Success Manager Operations
Kuala Lumpur, Kuala Lumpur (Remote)Full-timeGlobal
š Midš Remote
RemoteRemote work position availableActivePosted within the last 30 days
Job Description
[AI-summarized by JobStash]
You will manage a portfolio of high-value enterprise merchants across Asia as their primary point of contact. You will analyse performance metrics to identify growth and churn-reduction opportunities, lead business reviews, and handle escalations with a solution-oriented mindset. You will collaborate with Product, Compliance, Tech, and Commercial teams to support complex merchant needs, use HubSpot to track merchant health and lifecycle touchpoints, identify upsell and cross-sell opportunities, attend key events (including international travel), and improve internal processes and documentation.
Requirements
- āMinimum 5 years in Customer Success, Account Management, or similar role
- āProven track record managing high-value or enterprise accounts across Asia
- āExperience negotiating contracts and optimising merchant outcomes
- āExcellent communication and stakeholder management skills
- āTechnical knowledge of APIs, payment systems, onboarding flows, and dashboards
- āHands-on experience using HubSpot
- āStrong understanding of blockchain technology, crypto payments, wallets, and compliance frameworks
- āStrategic mindset with hands-on problem-solving
- āAbility to work autonomously in a fast-paced environment
- āWillingness to travel within Asia and beyond
- āFluency in English and Mandarin
Responsibilities
- āManage a portfolio of high-value enterprise merchants in Asia
- āAct as the primary point of contact for strategic accounts
- āOptimise merchant success by analysing performance metrics
- āCollaborate closely with Product, Compliance, Tech, and Commercial teams
- āLead business reviews and present performance insights and improvement plans
- āUse HubSpot to track merchant health and manage lifecycle touchpoints
- āHandle escalations professionally and with speed
- āIdentify upsell and cross-sell opportunities based on merchant performance
- āAttend key events and travel internationally to meet strategic merchants
- āMaintain a deep understanding of products and services to guide merchants
- āContribute to continuous improvement of internal processes and documentation
Benefits & Perks
- ā22 days annual leave plus 6 company days and bank holidays
- āComprehensive health insurance plans
- āExtensive benefits program
- āFlexible work schedule and remote work options
- āModern offices and co-working spaces across 6 countries
- āWorking equipment provided
Tech Stack
crypto paymentAPIcompliancestakeholder managementdashboardanalysisonboardingwalletaccount management