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, 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 Metrics

📍Your 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

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