Customer Success Lead
Merge helps Web3 companies access banking and payment services by providing APIs that bridge fiat and cryptocurrency ecosystems.
Funding
About Merge
Merge helps Web3 and crypto companies access traditional financial services by providing API-based banking and payment infrastructure. Users can create bank accounts, send global payments, and convert between fiat and stablecoins through a single integration. Merge addresses regulatory compliance challenges while enabling crypto businesses to operate with tier-1 banking partners.
Skills
About the Role
You will own strategic customer relationships throughout onboarding, payment operations, support, and ongoing account engagement. You will act as the primary contact for escalations and payment-related queries, coordinate resolution of transaction issues with relevant functions and partners, monitor payment and settlement activity, and improve onboarding, support, and customer-success processes. You will also support account expansion, product rollouts, and operational scaling.
Requirements
- 4–6 years of experience in fintech, payments, banking, PSPs, or cross-border infrastructure businesses
- Background in customer success, client operations, account management, or payment operations
- Experience managing enterprise or high-value B2B customers
- Understanding of payment flows, settlement operations, transaction lifecycles, and operational support processes
- Communication and stakeholder management skills
- Organizational and problem-solving abilities with attention to detail
- Ability to work in a fast-paced startup or high-growth environment with evolving processes
- Experience with Zendesk, Jira, and AI-powered customer operations platforms
Responsibilities
- Manage strategic customer relationships across onboarding, payment operations, support, and account engagement
- Serve as the primary contact for operational escalations, payment queries, and critical customer issues
- Coordinate the resolution of transaction issues and operational exceptions with compliance, operations, banking partners, and product teams
- Build relationships with customer stakeholders in finance, treasury, operations, and compliance
- Deliver a high-quality customer experience throughout the customer lifecycle
- Identify improvements to customer workflows, onboarding journeys, operational efficiency, and support processes
- Monitor payment flows, settlement timelines, reconciliation issues, and operational risks
- Develop scalable customer-success processes, knowledge bases, onboarding playbooks, and training materials
- Support customer expansion, product rollouts, and operational scaling initiatives
