MI
Mercari, Inc.Senior CRM Specialist
Senior CRM Specialist managing CRM initiatives for Mercari's product offerings including Merpay and Mercoin. Leading strategy and project execution for optimizing customer experiences.
About the role
- Establish and maintain best practices for customer onboarding, implementation, adoption, and expansion.
- Build, lead, and mentor a high-performing customer success team, including Customer Success Managers.
- Implement and optimize customer health scoring systems to predict and prevent churn
- Drive customer retention and expansion through proactive engagement and value-based conversations
- Monitor and analyze customer success metrics, creating actionable insights and regular reporting for executive leadership
- Identify and execute opportunities for upsell and cross-sell within the existing customer base
- Develop scalable processes to support business growth while maintaining high customer satisfaction
- Create and optimize customer journey maps, success playbooks, and engagement models for different customer segments
- Partner with Sales, Product, and Engineering teams to drive product adoption and ensure customer feedback influences product development.
Requirements
- Proven track record of building and scaling customer success teams in high-growth environments
- Deep understanding of CCaaS/contact center technology and enterprise software solutions
- Experience with customer success platforms (e.g., Planhat, Gainsight, Totango, or similar)
- Strong analytical skills with experience in data-driven decision making
- Excellence in strategic planning and cross-functional collaboration.
Benefits
- Health insurance
- Personal and Professional Growth: Opportunities to learn and become a world-class professional.
- Competitive Compensation: We value your contribution.
- Transparency: A culture that thrives on open communication.
- Part of Something Big: Work with seasoned professionals and be proud of being part of the exciting world of SaaS business.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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