Customer Success Manager

Hi, we’re MoonPay. We’re here to onboard the world to the decentralized economy. Why? Because crypto and blockchain aren’t just technologies—they’re tools for global financial empowerment. They give people control over their money, their digital assets, and their future, unlocking opportunities that traditional systems have kept out of reach. What we do At MoonPay, we’re building the infrastructure that powers this new financial system. We make it easy for anyone, anywhere, to buy, sell, and trade crypto using everyday payment methods like cards, Apple Pay, PayPal, Revolut and Venmo. We provide simple tools to send, receive, and manage stablecoins, so anyone can participate in the crypto economy confidently. Trusted by nearly 30 million customers and over 500 companies, our secure, enterprise-grade platform is driving mainstream crypto adoption worldwide. We collaborate with innovative brands and projects to build secure, scalable solutions for a blockchain-powered future. And we’re committed to doing it right—fully licensed in the U.S. and regulated across the UK, EU, Canada, and Australia—because trust and compliance are non-negotiable. But we’re just getting started. We’ve launched a consumer app that makes crypto accessible, intuitive, and usable for everyone, and it’s growing fast. We’re iterating every day to make it the best it can be. If you believe financial freedom should be for everyone—if you believe in building a fairer, more open financial system—we want you with us. To build systems that benefit all, we need contributions from all, regardless of background. Comebuild the future of payments and the decentralized economy with MoonPay. Let’s make financial freedom and autonomy the new normal. Locations Supported New York. This role will be hybrid, and will require you to spend some portion of your time in our office. About the Opportunity 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 · 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. · Proactively identify and eliminate process friction to create frictionless workflows that enhance client experience and drive efficiency. · 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. · Establish robust "Voice of the Partner" programs to gather feedback and drive continuous product and process improvements. · 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. · Own the content strategy for the partner support knowledge base, focusing on enhancing self-service capabilities and partnering with Solutions Engineering on developer documentation. · Improve our internal and external tool suite, recommending automation for client self-service, transparency, and internal team efficiency, championing scalable solutions. · 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: · Recurring Revenue (MRR/ARR) Growth & Net Retention · Customer Lifetime Value (CLTV) · Partner Health Score · Overall Process Efficiency & Workflow Optimization Gains (e.g., Onboarding Time-to-Value, automation, improved cross-functional handoff times) · 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 · 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. · Strong technical understanding of the software development lifecycle, API integrations, and various integration methods (e.g., APIs, SDKs, webhooks). · Demonstrated ability to translate complex technical concepts into clear, actionable processes and solutions. · Proven experience collecting and leveraging client and partner feedback to influence product roadmaps and improve service delivery. · 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). · A genuine passion for the Web3 space and its potential. · 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 What’s in it for you Competitive salary package Equity package: We believe financial freedom starts with our employees, so all employees have ownership at MoonPay Pay for performance equity bonus: Those who drive outsized outcomes receive outsized rewards Unlimited holidays: We give you the autonomy to choose when to work (and when to switch off) Hybrid working schedule: Work fully remotely or your nearest Moonbase, the choice is yours Private Healthcare benefits: To protect you and your loved ones Enhanced parental leave: So you can spend more time with your loved ones without a second thought Annual training budget: We support your training journey every step of the way Home office setup allowance: Create the home office of your dreams Remote working allowance: Those working fully remotely get a little extra for utilities Monthly budget to spend on our products and zero fee crypto transactions: Cultivate your inner DEGEN Employee referral programme: Great people know great people, refer them to receive 10K in USDC ✈️ Regular remote company offsites: Meet your colleagues regularly for high impact in person sessions and hackathons Working in a disruptive and fast-growing company where excellence is rewarded What’s it like to work at MoonPay? At MoonPay, you’ll work alongside driven, resourceful people who are passionate about excellence in everything they do. Kaizen is more than just a saying here, it’s a mindset. We encourage you to think big, take risks, and push the boundaries of what’s possible, knowing you have the support of a team that wants to see you grow. We’re listed in the Sunday Times best places to work guide and consistently strive to provide an environment where everyone feels they can their best work. Whether you’re remote or collaborating with teammates around the world, you’ll find opportunities here to do the best work of your career while shaping the future of the decentralized economy. Commitment To Diversity Research has shown that women are less likely than men to apply for this role if they do not have experience in 100% of these areas. Please know that this list is indicative, and that we would still love to hear from you even if you feel that you are only a 75% match. Skills can be learnt, diversity cannot. Please let us know if you require any accommodations for the interview process, and we’ll do our best to provide assistance. At MoonPay we believe that every voice matters. We strive to create a mindful and respectful environment where everyone can bring their authentic self to work, and experience a culture that is free of harassment, racism, and discrimination. That’s why we are committed to diversity and inclusion in the workplace and are a proud equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other characteristic protected by law. This policy applies to all employment practices within our organization, including, but not limited to, hiring, recruiting, promotion, termination, layoff, and leave of absence.MoonPay is also committed to providing reasonable accommodations in our job application procedures for qualified individuals with disabilities. Please inform our Talent Team if you need any assistance completing any forms or to otherwise participate in the application process. Please be aware that MoonPay does not request an AI-led interview without seeing a recruiter or team member from MoonPay on video call. We won't ask for your personal identification documents or any money from you during your interview process with us. Be fraud smart! If you receive an email - claiming to be from MoonPay - but from an email address ending in anything other than @moonpay.com, please be aware that this is not us.