Customer Success Lead

About Merge

Merge is a regulated stablecoin payments infrastructure platform enabling enterprises to move money globally in real time. We combine stablecoin rails with local instant payment systems to deliver faster, cheaper, and more transparent cross-border payments and treasury workflows.

Merge serves fintechs, investment platforms, marketplaces, and corporate treasury teams globally, helping them improve cross-border payments, liquidity management, FX execution, and treasury operations.

About the Role

We are looking for a senior, customer‑centric Customer Success lead to support and scale relationships with businesses using our cross-border payments and stablecoin infrastructure platform.

This is a high‑ownership role at the intersection of customer success, payments operations, and strategic account management. You will serve as a trusted partner to clients across onboarding, payment operations, escalations, and ongoing account growth, while working closely with internal teams across compliance, product, operations, treasury, and business development.

The ideal candidate brings strong fintech/payments experience, excellent stakeholder management skills, and the ability to operate effectively in a fast‑moving startup environment with global customers and evolving operational processes.

Key Responsibilities

• Own and manage strategic customer relationships across onboarding, payment operations, support, and ongoing account engagement.
• Act as the key point of contact for operational escalations, payment‑related queries, and customer‑critical issues.
• Drive timely resolution of transaction issues and operational exceptions by coordinating cross‑functionally with compliance, operations, banking partners, and product teams.
• Build strong relationships with customer stakeholders across finance, treasury, operations, and compliance functions.
• Deliver a high‑quality customer experience across the full customer lifecycle, with a focus on retention, trust, and operational excellence.
• Identify opportunities to improve customer workflows, operational efficiency, onboarding journeys, and support processes.
• Monitor payment flows, settlement timelines, reconciliation issues, and operational risk areas proactively.
• Contribute to the development of scalable customer success processes, knowledge bases, onboarding playbooks, and training materials.
• Support strategic initiatives related to customer expansion, new product rollouts, and operational scaling.

Requirements

• 4–6 years of experience in fintech, payments, banking, PSPs, or cross‑border infrastructure businesses.
• Strong background across customer success, client operations, account management, or payment operations.
• Experience managing enterprise or high‑value business customers in a B2B environment.
• Strong understanding of payment flows, settlement operations, transaction lifecycles, and operational support processes.
• Excellent communication and stakeholder management skills, with the ability to interact confidently with senior customer stakeholders.
• Strong organisational and problem‑solving abilities with attention to detail.
• Comfortable operating in a fast‑paced startup or high‑growth environment with evolving processes.
• Experience working with customer support and operational tools such as Zendesk, Jira, and modern AI‑powered customer operations platforms.