Member of Protocols - Client Success & Operations Manager, Token Vesting

Anchorage Digital•New York, NY

23d•Hybrid

About The Position

Own the full client lifecycle for protocols using Anchorage Digital's token vesting product — from the first demo through configuration, onboarding, bug fixes, support, account maintenance, and ongoing relationship management. This is a high-bandwidth, hybrid role spanning both client-facing relationship management and hands-on operational/data execution. You'll be the primary point of contact for a portfolio of protocol clients — both pre-launch protocols preparing token launches and post-launch companies migrating onto the platform — while also doing the data and integration work that keeps those clients running. You'll have room to grow into a prospect-closing function and to build analytics and reporting that surface actionable insights and support new revenue operations. Strong bonus for candidates with a crypto background and a blend of commercial instinct and technical/data fluency. We have created the Factors of Growth & Impact to help Villagers better measure impact and articulate coaching, feedback, and the rich and rewarding learning that happens while exploring, developing, and mastering the capabilities and contributions within and outside of the Client Success & Operations Manager, Token Vesting role: Technical Skills: Drive operational and data execution — take in client spreadsheets, act as a temporary data admin, and upload, review, and validate client data for accuracy. Build and configure the series of complex APIs that connect the platform to clients' custody accounts. Communicate client reported bugs / needs directly with engineering team as primary point of contact. Complexity and Impact of Work: Lead a portfolio of protocol clients across both pre and post TGE. Manage ongoing operational needs — data changes, adding users, bug fixes, and other day-to-day requests — with rigor across a portfolio scaling toward ~25 companies / ~2,000 users. Organizational Knowledge: Collaborate with the broader organization and engineering to own client requests, feature requests, and bug resolution. Deliver status updates back to clients and coordinate with sales to identify and convert investor prospects. Communication and Influence: Listen to clients through a high cadence of meetings (typically 10–20 in the first quarter of a new engagement), surfacing issues early and discovering new opportunities. Contribute commercial impact by upselling investor-facing products and expanding existing relationships. Coordinate with existing CX, Custody, and Protocol team members for a mix of integrated service delivery.

Requirements

A crypto background, with the ability to speak credibly with protocol teams and token issuers and familiarity with tokens, vesting, and custody concepts.
A blend of client-facing experience (customer success, account management, or sales) and technical/operational execution ability.
Strong data and spreadsheet skills, with comfort performing data validation and quality control.
Experience with API configuration or technical integration work.
Strong communication skills, able to manage a high meeting volume and multiple concurrent client relationships.
A high level of organization and reliability under a heavy volume of concurrent relationship and operational tasks.
Commercial instinct — able to spot expansion, upsell, and conversion opportunities in the natural course of client work.

Nice To Haves

Prior experience at a custody provider, exchange, or token infrastructure company.
Experience working alongside sales teams on prospect conversion.
You were emotionally moved by the soundtrack to Hamilton, which chronicles the founding of a new financial system.

Responsibilities

Own the full client lifecycle for protocols using Anchorage Digital's token vesting product — from the first demo through configuration, onboarding, bug fixes, support, account maintenance, and ongoing relationship management.
Be the primary point of contact for a portfolio of protocol clients — both pre-launch protocols preparing token launches and post-launch companies migrating onto the platform.
Perform data and integration work that keeps clients running.
Drive operational and data execution — take in client spreadsheets, act as a temporary data admin, and upload, review, and validate client data for accuracy.
Build and configure the series of complex APIs that connect the platform to clients' custody accounts.
Communicate client reported bugs / needs directly with engineering team as primary point of contact.
Lead a portfolio of protocol clients across both pre and post TGE.
Manage ongoing operational needs — data changes, adding users, bug fixes, and other day-to-day requests — with rigor across a portfolio scaling toward ~25 companies / ~2,000 users.
Collaborate with the broader organization and engineering to own client requests, feature requests, and bug resolution.
Deliver status updates back to clients and coordinate with sales to identify and convert investor prospects.
Listen to clients through a high cadence of meetings (typically 10–20 in the first quarter of a new engagement), surfacing issues early and discovering new opportunities.
Contribute commercial impact by upselling investor-facing products and expanding existing relationships.
Coordinate with existing CX, Custody, and Protocol team members for a mix of integrated service delivery.