VIP Account Manager

Uphold•New York, NY

10h

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.
Customer-obsessed and service-oriented.
Calm under pressure and able to manage multiple accounts with discretion.
Proactive, responsive, and dependable.
Comfortable operating autonomously while collaborating with a broader team.
Discreet, professional, and trustworthy.

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

Innovation and Impact: Contribute to pioneering projects in a dynamic and challenging environment.
Competitive Compensation: Performance bonuses, and comprehensive benefits on top of a competitive salary.
Strong Company Culture: Thrive in a supportive, collegiate environment with values of integrity, teamwork, accountability, and excellence.
Global Collaboration: Participate in regular updates, strategy sessions, and networking opportunities across the group.
Development Opportunities: Access training and mentorship programs.
Flexibility: Enjoy options to work from home, other locations, or adjust your hours.
Inclusive Environment: Value and respect diverse perspectives.
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.