Customer Success Manager – Card Acquiring

Hi! We're Mercuryo, and we re on a mission to redefine finance by blending the best of traditional banking with the power of decentralized finance (DeFi). We believe everyone deserves seamless access to Web3 and traditional financial services, so we're building the platform that makes it real: one that simplifies crypto and integrates it into the broader financial ecosystem. Since launching in 2018, we've grown into a recognized force in the industry, named one of Europe's Fastest-Growing Startups 2025 by Sifted and awarded Best Crypto On-Ramp & Payments Solution 2025 by Cryptonomist. We've partnered with leading brands including Visa, Mastercard, MetaMask, Trust Wallet, Ledger, and Jupiter, powering over 200 products and collaborating directly with major ecosystems like Solana, Consensys, and BNB Chain. 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. AI-First Culture We actively integrate AI across the company, from operations and analytics to marketing and product workflows. It helps teams move faster, improve productivity, and focus on high-impact work - while maintaining human oversight and accountability at every step. We see AI as a core part of how our teams innovate, collaborate, and scale. 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 a highly motivated and commercially driven Customer Success Manager - Card Acquiring to manage and grow strategic merchant relationships within our card acquiring business. This role requires someone who understands the payments ecosystem, can build strong merchant relationships, and is passionate about driving performance, growth, and operational excellence. Your Role: • Manage a portfolio of strategic Card Acquiring merchants, acting as the main point of contact for day-to-day relationship management and escalations. • Build strong relationships with merchants, understanding their business model, goals, transaction behaviour, and growth strategy. • Monitor and improve merchant acceptance rate, approval rate, and overall payment success rate. • Analyse transaction performance and decline reasons, identifying trends and opportunities to improve conversion. • Work closely with Risk, Fraud, Product, Tech, and Payment teams to resolve payment issues and optimise transaction performance. • Manage and coordinate OTC deals and ensure high-value transactions are handled efficiently and with the appropriate controls. • Provide high-touch support to VIP and top-tier partners, ensuring excellent service and rapid resolution of issues. • Work across multiple entities and payment providers to ensure merchants are routed efficiently and receive the best possible payment experience. • Monitor merchant performance through key metrics including volume, turnover, acceptance rate, chargebacks, and profitability. • Prepare and lead Quarterly Business Reviews (QBRs) with strategic merchants, presenting performance insights, key achievements, challenges, and future opportunities. • Prepare clear and data-driven presentations and business updates for senior leadership, highlighting merchant performance, risks, opportunities, and strategic recommendations. • Act as the internal voice of the merchant, ensuring feedback and business needs are communicated effectively across teams. • Ensure all merchant queries, incidents, and escalations are handled within agreed SLAs. • Identify operational inefficiencies and propose improvements to processes, workflows, and merchant servicing. • Support strategic initiatives related to card acquiring, payments optimisation, and commercial growth. What We're Looking For: • 3+ years of experience in Customer Success, Account Management, Payments, Merchant Operations, or a similar role. • Strong understanding of card acquiring, payment flows, transaction lifecycles, and merchant payment optimization. • Experience managing enterprise, VIP, or strategic merchants. • Strong analytical skills with the ability to interpret payment and performance data. • Excellent communication, stakeholder management, and problem-solving skills. • Commercial mindset with the ability to identify growth and upsell opportunities. • Ability to thrive in a fast-paced, high-growth environment. What We Offer: • Competitive market rate salary and performance-based incentives. • 22 days ann...