Relationship Manager - Customer Success

Company: Mudrex is one of India's leading crypto trading and investment platforms, backed by Y Combinator and Nexus Venture Partners. We help users trade in digital assets through products built around simplicity, security, and trust. Our mission is to make crypto accessible, safe, and user-friendly for everyone.

About the role :

Mudrex is hiring customer-focused and growth-oriented Relationship Managers to engage with users, improve platform adoption, support retention and reactivation, and drive long-term customer success.

This is a customer-facing role with a strong data orientation. You will use user-level information to make every conversation specific and useful. Your job is to help users stay active on the platform longer and grow their lifetime value.

What you will do:

• Own a portfolio of assigned users across onboarding, retention, and reactivation touchpoints
• Conduct structured calls and follow-ups across calls, WhatsApp, and email
• Educate users on safer trading practices and Mudrex's products
• Prioritise effort based on user signals, focusing time where it matters most
• Maintain SLA on outreach, follow-ups, and ticket resolution. Document every interaction in the CRM
• Coordinate with product and CS teams to resolve user issues and share user feedback with the business team
• Understand user investment behaviour and trading patterns to make every conversation specific and useful
• Meet daily and monthly KPIs across calls, conversion, retention, reactivation, and revenue contribution

What we are looking for :

• 2+ years in Relationship Management, Sales, or Customer Success. Crypto, fintech, or trading platform experience strongly preferred
• Strong communication in English and Hindi. Additional regional languages are a plus
• Comfortable working with data. You should be able to read user information and turn it into specific, actionable conversations
• Understanding of futures trading and risk concepts is a strong advantage
• High ownership, customer-first mindset, and the discipline to work calls and follow-ups consistently
• Ability to explain concepts in simple language

How success is measured:

Connection rate and SLA adherence on outreach. User retention and reactivation rates within your assigned cohort. Call quality scored through weekly audits. Revenue contribution from your portfolio.