📌 Core Information
🔹 Job Title: Key Account Success Manager
🔹 Company: Mercuryo
🔹 Location: Kuala Lumpur, Kuala Lumpur (Remote)
🔹 Job Type: Other
🔹 Category: Financial Services
🔹 Date Posted: 2025-04-16
🔹 Experience Level: 5-10 years
🔹 Remote Status: Remote OK
🚀 Job Overview
Key aspects of this role include:
- Managing high-value enterprise merchants in Asia
- Acting as the primary point of contact for strategic accounts
- Driving day-to-day operational excellence and merchant success
- Collaborating with cross-functional teams to support complex merchant needs
- Representing Mercuryo at key events and conferences
ASSUMPTION: This role requires a high level of autonomy, strategic thinking, and strong communication skills to manage high-value accounts and drive merchant success.
📋 Key Responsibilities
✅ Manage a portfolio of high-value enterprise merchants in Asia, ensuring satisfaction, retention, and growth
✅ Act as the primary point of contact for strategic accounts, driving day-to-day operational excellence
✅ Optimise merchant success by analysing performance metrics and proactively identifying opportunities for growth and churn reduction
✅ Collaborate closely with Product, Compliance, Tech, and Commercial teams to support complex merchant needs
✅ Lead business reviews with key accounts and present performance insights and improvement plans
✅ Use HubSpot to track merchant health, log communications, and manage lifecycle touchpoints
✅ Handle escalations with professionalism, speed, and a solution-oriented mindset
✅ Identify upsell and cross-sell opportunities based on merchant performance and product fit
✅ Attend key events and be open to international travel to meet strategic merchants and represent the company at conferences
✅ Maintain a deep understanding of our products and services to guide merchants effectively
✅ Contribute to the continuous improvement of internal processes and documentation
ASSUMPTION: This role involves a high degree of multitasking, prioritization, and adaptability to manage multiple high-value accounts and ensure their success.
🎯 Required Qualifications
Education: Bachelor's degree in Business, Finance, or a related field (or equivalent experience)
Experience: Minimum 5 years in a Customer Success, Account Management, or similar role, ideally in fintech, payments, SaaS, or B2B tech
Required Skills:
- Proven track record managing high-value or enterprise accounts across the Asian region
- Strong commercial mindset with experience negotiating contracts and optimising merchant outcomes
- Excellent communication and stakeholder management skills
- Technically confident with a solid understanding of APIs, payment systems, onboarding flows, and dashboards
- Hands-on experience using HubSpot
- Strong understanding of blockchain technology, crypto payments, wallets, and compliance frameworks
- Strategic mindset with a hands-on approach to problem-solving
- Able to work autonomously and thrive in a high-performance, fast-paced environment
- Willingness to travel within Asia and beyond as needed
- Fluency in English required; additional Asian language is a must
Preferred Skills:
- Experience working with Web3 projects or decentralized finance (DeFi) platforms
- Familiarity with the Asian financial services landscape
ASSUMPTION: Given the role's focus on managing high-value accounts in the Asian region, proficiency in an Asian language is highly desirable.
💰 Compensation & Benefits
Salary Range: Competitive market rate salary (Mercuryo does not provide specific salary ranges, but based on industry standards for a similar role, the estimated salary range is €70,000 - €100,000 per year)
Benefits:
- 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
- Modern offices and co-working spaces across 6 countries
- Working equipment
- Professional development and training opportunities
- Opportunity to shape the initiatives you’re working on
- Diverse and friendly team
- Open-minded to new ideas
Working Hours: Full-time (40 hours per week) with flexibility for remote work
ASSUMPTION: The salary range provided is an estimate based on industry standards for a similar role in the financial services sector. Actual compensation may vary based on factors such as experience, skills, and market conditions.
📌 Applicant Insights
🔍 Company Context
Industry: Financial Services, specifically focused on decentralized finance (DeFi) and blockchain technology
Company Size: 201-500 employees (Mercuryo is a mid-sized company, offering a balance between the agility of a startup and the resources of a larger organization)
Founded: 2018 (Mercuryo was founded in 2018 and has since grown to become a leading provider of payment solutions for Web3 projects)
Company Description:
- Mercuryo powers payments for leading Web3 dApps, enabling efficient capital flow within the DeFi ecosystem
- The company consolidates various payment and banking solutions into a single, user-centric interface, enhancing the user experience for newcomers to the market
- Mercuryo has partnered with industry leaders such as MetaMask, Trust Wallet, Ledger, 1inch, and PancakeSwap, with plans to expand further
Company Specialties:
- Blockchain
- Cryptocurrency
- FinTech
- Financial Services
- Acquiring and On-Ramp
Company Website: https://mercuryo.io
ASSUMPTION: Mercuryo's focus on decentralized finance (DeFi) and blockchain technology makes it an attractive option for candidates interested in the Web3 space.
📊 Role Analysis
Career Level: Senior (This role is a senior position within the Customer Success team, requiring a high level of experience and expertise)
Reporting Structure: The Key Account Success Manager will report directly to the Head of Customer Success and work closely with cross-functional teams, including Product, Compliance, Tech, and Commercial
Work Arrangement: Remote OK (The role is based in Asia and can be performed remotely, with flexibility for international travel as needed)
Growth Opportunities:
- As Mercuryo continues to grow, there may be opportunities for the Key Account Success Manager to take on additional responsibilities or move into a leadership role
- The company's expanding network of 200+ B2B partnerships and a user base of over 7 million means there's always room to grow your skills and take on new challenges
ASSUMPTION: Given Mercuryo's rapid growth and expanding network, there are ample opportunities for career development and growth within the company.
🌍 Location & Work Environment
Office Type: Remote-first with modern offices and co-working spaces across 6 countries (Mercuryo is a remote-first company, with offices and co-working spaces in multiple locations)
Office Location(s): Kuala Lumpur, London, and other global locations (The company has offices in Kuala Lumpur, London, and other global locations, with a strong focus on remote work)
Geographic Context:
- Kuala Lumpur is a major financial hub in Southeast Asia, with a thriving startup ecosystem and a growing interest in blockchain technology and cryptocurrency
- The city offers a high quality of life, with a low cost of living compared to other major global cities
- Mercuryo's remote-first culture allows employees to work from anywhere, offering flexibility and the opportunity to explore different locations
Work Schedule: Full-time (40 hours per week) with flexibility for remote work (Mercuryo offers a flexible work schedule, with the option to work remotely and maintain a healthy work-life balance)
ASSUMPTION: Mercuryo's remote-first culture and flexible work arrangements make it an attractive option for candidates seeking a balance between work and personal life.
💼 Interview & Application Insights
Typical Process:
- Online application and resume screening
- Phone or video call with the HR team to discuss the role and assess cultural fit
- Technical interview with the Head of Customer Success to assess skills and experience
- Final interview with the hiring manager to discuss the role in more detail and answer any questions
Key Assessment Areas:
- Customer success and account management experience
- Commercial mindset and negotiation skills
- Communication and stakeholder management skills
- Technical proficiency with APIs, payment systems, and HubSpot
- Understanding of blockchain technology, crypto payments, and compliance frameworks
- Strategic mindset and problem-solving abilities
- Adaptability and autonomy in a fast-paced, high-performance environment
Application Tips:
- Highlight your experience managing high-value or enterprise accounts in the Asian region
- Demonstrate your understanding of blockchain technology, crypto payments, and compliance frameworks in your resume and cover letter
- Prepare examples of how you've optimized merchant success and reduced churn in previous roles
- Showcase your ability to work autonomously and thrive in a fast-paced, high-performance environment
ATS Keywords: High-value accounts, enterprise merchants, strategic accounts, customer success, account management, API, payment systems, onboarding flows, dashboards, HubSpot, blockchain technology, crypto payments, wallets, compliance frameworks, strategic mindset, problem-solving
ASSUMPTION: Mercuryo's interview process is designed to assess candidates' skills, experience, and cultural fit, with a focus on their ability to manage high-value accounts and drive merchant success.
🛠️ Tools & Technologies
- HubSpot (CRM and sales platform)
- APIs and payment systems
- Blockchain technology and crypto wallets
- Compliance frameworks and tools
ASSUMPTION: The Key Account Success Manager will be expected to have a strong technical proficiency with HubSpot, APIs, payment systems, and other relevant tools and technologies.
👔 Cultural Fit Considerations
Company Values:
- Innovation and continuous learning
- Collaboration and teamwork
- Customer-centric mindset
- Integrity and transparency
- Empowerment and autonomy
Work Style:
- Remote-first and flexible work arrangements
- High-performance, fast-paced environment
- Strong focus on customer success and merchant satisfaction
- Open-minded and inclusive culture
Self-Assessment Questions:
- Do you thrive in a high-performance, fast-paced environment, and are you comfortable working autonomously?
- Are you passionate about customer success and driving merchant satisfaction?
- Do you have a strong understanding of blockchain technology, crypto payments, and compliance frameworks?
- Are you comfortable using HubSpot and other relevant tools and technologies?
ASSUMPTION: Mercuryo's culture is remote-first, innovative, and customer-centric, with a strong focus on empowerment and autonomy. Candidates should assess their fit with these values and work style factors before applying.
⚠️ Potential Challenges
- Managing high-value accounts in a fast-paced, dynamic environment
- Keeping up with the latest developments in blockchain technology and decentralized finance (DeFi)
- Balancing the need for strategic thinking with day-to-day operational excellence
- Working with a diverse range of merchants, each with unique needs and requirements
ASSUMPTION: The Key Account Success Manager role presents unique challenges, requiring a high degree of adaptability, strategic thinking, and strong communication skills.
📈 Similar Roles Comparison
- Unlike traditional account management roles, this position requires a strong understanding of blockchain technology, crypto payments, and compliance frameworks
- Compared to other customer success roles, this position has a greater focus on strategic account management and merchant satisfaction
- Career progression in this role could lead to leadership positions within the Customer Success team or other areas of the business
ASSUMPTION: This role is unique in its focus on managing high-value enterprise merchants in the blockchain and decentralized finance (DeFi) space, offering a challenging and rewarding career opportunity.
📝 Sample Projects
- Developing and implementing a strategic account management plan for a high-value merchant in the Asian region
- Optimizing the onboarding process for enterprise merchants, reducing churn, and improving satisfaction
- Collaborating with cross-functional teams to develop and launch a new product or service offering for enterprise merchants
ASSUMPTION: The Key Account Success Manager will be expected to work on a variety of projects, from strategic account management to operational excellence and product development.
❓ Key Questions to Ask During Interview
- Can you describe the typical day-to-day responsibilities of the Key Account Success Manager role?
- How does Mercuryo support the professional development and growth of its employees?
- What are the key priorities for this role in the first 30, 60, and 90 days?
- How does Mercuryo approach collaboration and teamwork, both within the Customer Success team and across the broader organization?
- What are the most challenging aspects of managing high-value enterprise merchants in the blockchain and decentralized finance (DeFi) space?
ASSUMPTION: Asking thoughtful, insightful questions during the interview process demonstrates your interest in the role and commitment to understanding the company's culture and priorities.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link
- Highlight your experience managing high-value or enterprise accounts in the Asian region in your resume and cover letter
- Prepare examples of how you've optimized merchant success and reduced churn in previous roles
- Showcase your understanding of blockchain technology, crypto payments, and compliance frameworks in your application materials
- Follow up with the HR team one week after submitting your application to inquire about the status of your application
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
