Relationship Manager

Relationship Manager — Customer Success

Bangalore • Mudrex • Customer Success team

About 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.