VIP Account Manager

Uphold • New York, NY

2d • Hybrid

About The Position

The VIP Account Manager will serve as the primary point of contact for Uphold’s most
valuable users. This role focuses on providing white-glove, tailored support to
high-net-worth individuals and high-volume traders, ensuring top-tier service, driving
retention, and maximising lifetime value. The ideal candidate will combine excellent
interpersonal skills with a deep understanding of crypto and financial products to build
trusted, long-term relationships with VIPs.

Requirements

• 3-5 years of experience in account management, client services, or relationship management, preferably in fintech, crypto, or high-value customer segments.
• Proven track record of building and maintaining trusted relationships with high-net-worth or high-volume clients.
• Strong understanding of financial products, trading platforms, and/or digital assets.
• High emotional intelligence and interpersonal skills; ability to engage with demanding clients in a calm and effective manner.
• Strong organizational skills and attention to detail.
• Experience working cross-functionally and influencing internal teams to deliver outcomes for clients.
• Fluency in English; additional languages are a plus.

Responsibilities

• Serve as a dedicated account manager to a portfolio of high-value clients, ensuring proactive, responsive, and tailored support.
• Develop and maintain deep relationships with top-tier users, understanding their needs and delivering bespoke service solutions.
• Collaborate with internal stakeholders (Product, Compliance, Marketing, etc.) to deliver VIP-specific product offerings, feature rollouts, and support resolutions.
• Monitor account activity and user health metrics to identify retention risks and cross-sell/upsell opportunities.
• Execute VIP engagement strategies (e.g., personalized communications, special offers access to exclusive VIP events).
• Ensure timely and high-quality resolution of VIP issues and requests, acting as the voice of the customer internally.
• Maintain accurate records of all interactions and activities in CRM systems, ensuring alignment with regulatory standards.
• Support data-driven reporting on VIP satisfaction, revenue contribution, and retention metrics to the Head of VIP and VP of Retention.

Benefits

• Home office stipend for a productive setup.
• Generous PTO, healthcare, and employee assistance programs.
• Engaging events and celebrations.
• Well-stocked office kitchen with a foodie culture.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed