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
- Serve as the primary Customer Success Manager and primary partner to customers in Ontario, Quebec, and beyond.
- Own the customer journey post-sale: drive adoption, growth, and satisfaction while ensuring measurable value and ROI.
- Monitor customer health and adoption using usage analytics, ROI data, and on-site observations.
- Conduct regular business reviews (weekly, monthly, quarterly) to validate value and uncover risks or opportunities.
- Partner with Sales to identify and drive upsells/expansion into new lines, sites, or applications.
- Translate customer usage and operational feedback into actionable recommendations and advocate internally for improvements.
- Foster customer advocacy by developing reference customers, case studies, and joint wins.
- Lead Sales→Post-Sales handoff, defining scope, success criteria, and roles.
- Manage customer onboarding from kickoff through deployment to adoption milestones.
- Coordinate implementation projects across engineering, data science, and operations to ensure deliverables are met.
- Provide progress updates, milestone tracking, and clear communication to internal and external stakeholders.
- Ensure contractual terms and expectations are adhered to throughout the project lifecycle.
- Travel up to 20% (primarily Quebec & Ontario, with some U.S. travel) to customer sites.
Requirements
- 3–6 years of experience in engineering, project delivery, or customer success in a technical or industrial setting.
- Bachelor’s degree in Engineering, Computer Science, or a related technical field.
- Direct experience working with customers in manufacturing, industrial automation, machine vision, or hardware/software deployment projects.
- Strong project management skills: ability to manage scope, timelines, and multiple stakeholders.
- Excellent communication skills in English and French (written & spoken).
- Valid driver’s license with willingness to travel to customer sites.
- Ability to travel up to 20% (primarily Quebec & Ontario, with flexibility for U.S. travel).
- Comfortable working in a fast-paced startup environment: adaptable, proactive, and resourceful.
- Nice-to-have: Background in AI, computer vision, or IoT-based deployments.
- Nice-to-have: Familiarity with industrial production environments and customer-facing technical delivery.
- Nice-to-have: Experience building customer success frameworks, playbooks, or advocacy programs.
Benefits
- Work with cutting-edge Vision AI & IoT solutions that power autonomous manufacturing, robotics, and industrial automation.
- Opportunity to lead in a fast-growing AI company driving real-world impact in industrial AI adoption.
- Travel opportunities to customer sites across Quebec, Ontario, and the U.S., as well as industry events and conferences.
- Collaborate with world-class engineers, AI researchers, and customer success professionals in a dynamic, innovation-driven environment.
Job title
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Tech skills
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