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 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.
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 and VP of Retention.
Required Qualifications and Skills
- 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.
Personal attributes
- 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.
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
- 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 pagefor 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.
