Client Services Manager
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Job Description
Client Services Manager managing institutional partner accounts, onboarding, renewals, billing, and reporting. Supporting zerohash’s crypto and stablecoin infrastructure platform across cross-functional teams.
Responsibilities:
- Own the day-to-day platform relationship for pooled partner accounts, including renewals and ongoing check-ins
- Assist in account reviews and QBR preparation and follow-up for the RM team
- Prepare weekly pipeline summaries and recurring reports, and keep CRM records complete and current
- Coordinate partner onboarding and launch checklists and cross-functional status through the pre-implementation phase, with the RM leading the partner-facing launch
- Handle renewal paperwork, offboarding coordination and invoice management with cross-functional partners
- Support annual and 30-day audits, and route KYC refresh requests internally
- Triage fee, billing and invoice inquiries to Finance and Operations, escalating sensitive or commercial cases to the RM
- Run day-to-day execution of partner notices: distribution, templates and tracking
- Draft incident communications, track tickets and keep an incident log, with the RM owning the message and the relationship
- Collate feature requests and partner feedback across clients and route them to Solutions Engineering
- Support the RM meeting cadence, onboarding of new RMs and upkeep of the team wiki
- Document processes and playbooks so recurring work runs consistently
Requirements:
- Required 3–5 years in client services, account management, customer operations or program management, ideally with B2B or institutional clients
- Strong process discipline: you build checklists, trackers and cadences, and you follow through on them
- Clear, professional writing for partner-facing and cross-functional communication
- Comfort working in a CRM (Salesforce preferred) and producing accurate recurring reports
- Good judgment on when to handle an issue and when to escalate it to an RM, Finance, Legal or Compliance
- Ability to manage many small deadlines across several teams at once
- Preferred: Experience in fintech, payments, brokerage or digital asset businesses
- Familiarity with KYC, AML or other regulated-industry processes at a coordination level
- Experience supporting QBRs, renewals or onboarding and launch programs
- Experience with Jira, Confluence or similar tools for tracking work and documentation
Benefits:
- Chance to earn equity
- Maternity & Paternity leave
- WeWork Membership
- WFH Yearly Stipend
- L&D Stipend (after 6 months)
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