Mercuryo
Customer Success Manager
NEWKuala 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 and act as their primary point of contact. You will analyse performance metrics to identify growth and churn-reduction opportunities, lead business reviews, and present improvement plans. You will collaborate with Product, Compliance, Tech, and Commercial teams to support complex merchant needs, handle escalations, and identify upsell and cross-sell opportunities. You will use HubSpot to track merchant health, attend key events (including international travel), and contribute to improving internal processes and documentation.
Requirements
- āMinimum 5 years in Customer Success, Account Management, or similar roles
- āProven track record managing high-value or enterprise accounts across the Asian region
- āExperience in fintech, payments, SaaS, or B2B tech preferred
- āStrong commercial mindset with contract negotiation experience
- āExcellent communication and stakeholder management skills
- āTechnical confidence with understanding 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 a hands-on approach to 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 and identifying growth opportunities
- āCollaborate with Product, Compliance, Tech, and Commercial teams to support complex merchant needs
- āLead business reviews and present performance insights and improvement plans
- āUse HubSpot to track merchant health, log communications, and manage lifecycle touchpoints
- āHandle escalations with professionalism and a solution-oriented mindset
- āIdentify upsell and cross-sell opportunities based on merchant performance and product fit
- āAttend key events and travel internationally to meet strategic merchants
- āMaintain a deep understanding of products and services to guide merchants effectively
- 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 six countries
- āWorking equipment provided
- āDiverse and friendly team
- āOpen-minded culture
Tech Stack
dashboardcustomer successwalletsstakeholder managementcomplianceHubSpotpayment systemsnegotiationaccount management