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
- Drive industry leading growth and retention by owning ambitious NRR and GRR goals, tying every expansion to quantifiable business outcomes.
- Lead, scale, and develop a high-performing CSM team across Strategic, Enterprise, and Mid-market segments—hiring exceptional talent and building clear career paths. Have a dotted line to other post sales organizations.
- Design and operationalize a regional success model that becomes the global blueprint - playbooks, metrics, and governance that scale.
- Build trusted partnerships with CIOs, CMOs, and business leaders at companies like Goldman Sachs, Accenture, and Hilton, positioning WRITER as mission-critical infrastructure.
- Collaborate cross-functionally with Sales, Product, Marketing, and Solutions architecture to co-create account strategies that deliver measurable ROI.
- Champion operational excellence through disciplined forecasting, success planning, and data-driven decision-making.
- Represent the voice of the customer at the highest levels, influencing product direction and innovation.
Requirements
- 15+ years in enterprise SaaS or transformation-driven technology with deep experience leading Fortune 500/Global 2000 relationships.
- 7+ years in senior CS or post-sales leadership, ideally across multi-country EMEA operations. In addition to CS management, ideally have also led Engagement managers, Customer architects, and Customer support either directly or indirectly.
- Proven record-building and scaling CS organizations through inflection points - hypergrowth, global expansion, or IPO.
- Fluent in enterprise AI adoption and governance, with a strong grasp of ROI frameworks and transformation programs.
- A strategic and hands-on operator-able to alternate between vision and precision execution.
- Executive presence and credibility to influence at C-suite level and coach at every level.
- Enthusiasm to both drive strategy and prop leadership and “get in to the details” at the customer level to manage escalations and ensure delivery
- Based within commuting distance of our London hub.
Benefits
- Generous PTO, plus company holidays
- Comprehensive medical and dental insurance
- Paid parental leave for all parents (12 weeks)
- Fertility and family planning support
- Early-detection cancer testing through Galleri
- Competitive pension scheme and company contribution
- Annual work-life stipends for:
- Home office setup, cell phone, internet
- Wellness stipend for gym, massage/chiropractor, personal training, etc.
- Learning and development stipend
- Company-wide off-sites and team off-sites
- Competitive compensation and company stock options
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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