Remote Senior Manager, Customer Success

Hi, we’re MoonPay. We’re here to onboard the world to the decentralized economy.Why?Because crypto and blockchain aren’t just technologies—they’re tools for global financial empowerment. They give people control over their money, their digital assets, and their future, unlocking opportunities that traditional systems have kept out of reach.What we doAt MoonPay, we’re building the infrastructure that powers this new financial system.

We make it easy for anyone, anywhere, to buy, sell, and trade crypto using everyday payment methods like cards, Apple Pay, PayPal, Revolut and Venmo. We provide simple tools to send, receive, and manage stablecoins, so anyone can participate in the crypto economy confidently.Trusted by nearly 30 million customers and over 500 companies, our secure, enterprise-grade platform is driving mainstream crypto adoption worldwide.We collaborate with innovative brands and projects to build secure, scalable solutions for a blockchain-powered future. And we’re committed to doing it right—fully licensed in the U.S. and regulated across the UK, EU, Canada, and Australia—because trust and compliance are non-negotiable.But we’re just getting started.

We’ve launched a consumer app that makes crypto accessible, intuitive, and usable for everyone, and it’s growing fast. We’re iterating every day to make it the best it can be.If you believe financial freedom should be for everyone—if you believe in building a fairer, more open financial system—we want you with us. To build systems that benefit all, we need contributions from all, regardless of background.Come build the future of payments and the decentralized economy with MoonPay.

Let’s make financial freedom and autonomy the new normal. Locations Supported New York. This role will be hybrid, and will require you to spend some portion of your time in our office.

About the Opportunity As a Senior Manager, Customer Success, you're first and foremost a hardcore operator with end-to-end ownership of the client experience. Reporting to the SVP of Operations, you'll ensure our enterprise clients—including direct businesses, merchants, and vital technology partners—achieve maximum value and satisfaction from MoonPay's products. This role demands a holistic approach, blending direct customer advocacy, partner ecosystem optimization, and sales process excellence to ensure every touchpoint, from initial integration to ongoing engagement, is seamless and impactful.You'll be the pivotal force for change, centralizing critical client information and serving as the essential bridge across Enterprise Sales, Product, Solutions Engineering, Go-To-Market, and Customer Experience teams.

Your mission is to streamline our processes, driving efficiency and fostering a unified client experience from end to end.What you will do · Develop and execute a global strategy to maximize recurring revenue (MRR/ARR) and boost Customer Lifetime Value (CLTV), optimizing the entire client journey from onboarding to engagement.· Proactively identify and eliminate process friction to create frictionless workflows that enhance client experience and drive efficiency.· Centralize critical client and partner information, fostering seamless communication and connectivity across Enterprise Sales, Product, Engineering, Go-To-Market, and Customer Experience teams for cohesive strategy and execution.· Establish robust "Voice of the Partner" programs to gather feedback and drive continuous product and process improvements.· Lead and scale the client success function. You'll be comfortable operating as a high-performing individual contributor or leading a small technical support team based on business needs, ensuring our approach scales effectively with MoonPay's growth.· Own the content strategy for the partner support knowledge base, focusing on enhancing self-service capabilities and partnering with Solutions Engineering on developer documentation.· Improve our internal and external tool suite, recommending automation for client self-service, transparency, and internal team efficiency, championing scalable solutions.· Be a champion for MoonPay and leverage your crypto curiosity to build the best customer success function in the industry.Key Success MetricsYour performance in this role will be directly measured by:· Recurring Revenue (MRR/ARR) Growth & Net Retention· Customer Lifetime Value (CLTV)· Partner Health Score· Overall Process Efficiency & Workflow Optimization Gains (e.G., Onboarding Time-to-Value, automation, improved cross-functional handoff times)· Customer/Partner Churn Rates