About Uphold
Uphold is a financial technology company that believes on-chain services are the future of finance. It provides modern infrastructure for on-chain payments, banking and investments. Offering Consumer Services, Business Services and Institutional Trading, Uphold makes pioneering financial services easy and trusted for millions of customers in more than 140 countries.
Uphold integrates with more than 30 trading venues, including centralized and decentralized exchanges, to deliver superior liquidity and optimal execution. Uphold never loans out customer assets and is always 100% reserved.
The company pioneered radical transparency and uniquely publishes its assets and liabilities every 30 seconds on a public website (https://uphold.com/en-us/transparency).
Uphold strips away the complexity and lack of transparency to open up Web3 finance for everyone.
To learn more about Uphold, please visit https://uphold.com.
Job Summary
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 maximizing 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.
Essential Duties and 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 Engagement and the Chief Growth Officer.
Required Qualifications and Skills
- Relevant 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 organisational 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.
What We Offer
- 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.
Our Benefits
- Annual bonus program based on individual, team and company performance.
- 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.
Join us to grow, innovate, and contribute meaningfully. Be part of our talented team!
Visit our careers page for more exciting opportunities, if this role isn’t the perfect fit.
EEOC Employer
We're proud to be an Equal Opportunity Employer and we celebrate our employees' differences, including race, color, religion, gender identity, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, disability, and any other protected classes. Difference makes us stronger and better - together.
