Summary

As a Senior Manager, Customer Success, you're first and foremost a hardcore operator with end-to-end ownership of the client experience. Reporting to the SVP of Operations, you'll ensure our enterprise clients—including direct businesses, merchants, and vital technology partners—achieve maximum value and satisfaction from MoonPay's products. This role demands a holistic approach, blending direct customer advocacy, partner ecosystem optimization, and sales process excellence to ensure every touchpoint, from initial integration to ongoing engagement, is seamless and impactful.

You'll be the pivotal force for change, centralizing critical client information and serving as the essential bridge across Enterprise Sales, Product, Solutions Engineering, Go-To-Market, and Customer Experience teams. Your mission is to streamline our processes, driving efficiency and fostering a unified client experience from end to end.

What you will do

1. Develop and execute a global strategy to maximize recurring revenue (MRR/ARR) and boost Customer Lifetime Value (CLTV), optimizing the entire client journey from onboarding to engagement.
2. Proactively identify and eliminate process friction to create frictionless workflows that enhance client experience and drive efficiency.
3. Centralize critical client and partner information, fostering seamless communication and connectivity across Enterprise Sales, Product, Engineering, Go-To-Market, and Customer Experience teams for cohesive strategy and execution.
4. Establish robust "Voice of the Partner" programs to gather feedback and drive continuous product and process improvements.
5. Lead and scale the client success function. You'll be comfortable operating as a high-performing individual contributor or leading a small technical support team based on business needs, ensuring our approach scales effectively with MoonPay's growth.
6. Own the content strategy for the partner support knowledge base, focusing on enhancing self-service capabilities and partnering with Solutions Engineering on developer documentation.
7. Improve our internal and external tool suite, recommending automation for client self-service, transparency, and internal team efficiency, championing scalable solutions.
8. Be a champion for MoonPay and leverage your crypto curiosity to build the best customer success function in the industry.

Key Success Metrics

Your performance in this role will be directly measured by:

1. Recurring Revenue (MRR/ARR) Growth & Net Retention
2. Customer Lifetime Value (CLTV)
3. Partner Health Score
4. Overall Process Efficiency & Workflow Optimization Gains (e.g., Onboarding Time-to-Value, automation, improved cross-functional handoff times)
5. Customer/Partner Churn Rates

🧑‍🚀 About You 

You're a hands-on leader who thrives in a fast-paced environment and is passionate about expanding access to Web3. You possess a clear vision for building exceptional client experiences and optimizing efficiency. As a problem-solver who thrives even amidst ambiguity, you excel at working cross-functionally and enjoy collaborating with both clients and internal teams like sales.

Requirements

1. 5+ years of progressive experience in Customer Success, Partner Operations, or a similar client-facing role, with a strong background in FinTech, Crypto, or Payments. At least 2 years of this experience should be in a leadership or senior individual contributor capacity.
2. Strong technical understanding of the software development lifecycle, API integrations, and various integration methods (e.g., APIs, SDKs, webhooks).
3. Demonstrated ability to translate complex technical concepts into clear, actionable processes and solutions.
4. Proven experience collecting and leveraging client and partner feedback to influence product roadmaps and improve service delivery.
5. Exceptional cross-functional collaboration and communication skills, with a proven ability to work effectively with technical teams and partners, building strong relationships across diverse groups (e.g., sales, product, engineering).
6. A genuine passion for the Web3 space and its potential.
7. Proactive, solutions-oriented, and highly adaptable, comfortable operating independently and driving initiatives with minimal oversight.

We’re looking for people who live our core values, those who strive for excellence and want to leave a lasting legacy on the global financial system. Our values:

B - Be Hungry

L - Level Up

O - Own It

C - Crypto Curious

K - Kaizen

Skills

• API Integration
• Client Servicing
• Communications Skills
• Leadership
• Team Collaboration