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
- Lead the design, development, and execution of our customer success strategy
- Build and scale the CS function from the ground up, defining processes and setting the vision
- Partner closely with customers to ensure they achieve measurable business value from Venn’s solutions
- Oversee success plans, adoption milestones, and ROI realization
- Build and maintain relationships with senior customer stakeholders, including C-level executives
- Own retention, expansion, GRR and NRR metrics
- Proactively identify churn risks, execute mitigation plans, and partner with Sales to drive upsell and cross-sell opportunities
- Collaborate with Product, Sales, and Engineering to influence roadmap priorities and improve the overall customer experience
Requirements
- 8+ years of experience in Customer Success, Account Management, or Client Services within the SaaS industry
- Proven experience building and scaling a CS function or team in a startup at a high-growth SaaS environment
- Strong strategic leadership skills with the ability to develop people, processes, and systems that scale
- Analytical and data-driven mindset, proficient with CS tools (e.g., Gainsight, ChurnZero, Vitally), CRMs (e.g., Salesforce, HubSpot), and reporting platforms
- Excellent communication, negotiation, and cross-functional collaboration skills.
Benefits
- Health insurance
- Paid time off
- Flexible work arrangements
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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