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, mentor, and develop a team of Customer Success Managers, fostering a culture of customer-centricity and continuous improvement
- Drive team performance by setting clear goals, tracking key metrics, and providing actionable feedback
- Collaborate with cross-functional teams (Sales, Product, Marketing) to optimize the customer journey and drive advocacy
- Act as the main point of contact for key enterprise accounts, ensuring their goals are met and exceeded
- Develop and execute success plans tailored to each customer’s business objectives
- Proactively identify opportunities for growth, expansion, and customer advocacy
- Navigate complex stakeholder environments to ensure seamless collaboration and value delivery
- Build and scale the enterprise customer success function, balancing leadership and hands-on customer engagement
Requirements
- 5–7+ years of experience in Customer Success, Account Management, or Client Services in a B2B SaaS environment
- 2–4+ years of experience managing and developing customer-facing teams
- Strategic thinker with a hands-on approach to execution, balancing tactical and long-term objectives
- Proven track record of retention, expansion, and customer advocacy success
- Experience working with executive stakeholders (internally and externally)
- Exceptional communication, relationship-building, and problem-solving skills
- Demonstrated success in leading through change and scaling teams/processes
- Prior ownership of customer lifecycle strategies, including onboarding, adoption, renewals, and churn mitigation
- Familiarity with customer success platforms (e.g., Gainsight, Totango, ChurnZero) and CRM tools (e.g., Salesforce)
- Willingness and ability to travel within the U.S. and Canada as needed
- Background checks are required
- Nice to have: 1+ years of hands-on experience with AuditBoard modules, data load processes, and advanced configurations
- Nice to have: Understanding of GRC, audit, or compliance domains
Benefits
- Launch a career at one of the fastest-growing SaaS companies in North America!
- Live your best life (LYBL)! $200/mo for anything that enhances your life
- Remote and hybrid work options, plus lunch in the Cerritos office
- Comprehensive employee health coverage (all locations)
- 401K with match (US) or pension with match (UK)
- Competitive compensation & bonus program
- Flexible Vacation (US exempt & CA) or 25 days (UK)
- Time off for your birthday & volunteering
- Employee resource groups
- Opportunities for team and company-wide get-togethers!
Job title
Job type
Experience level
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Degree requirement
No Education Requirement
Location requirements
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