[Hiring] Client Services Manager @zerohash

Role Description

As a Client Services Manager, you will be the day-to-day point of contact for our institutional partners and the person who makes sure their experience with zerohash is smooth, responsive and well organized. You will manage a portfolio of partner accounts, coordinate across Operations, Finance, Compliance and Solutions Engineering, and help partners get the most out of our platform from onboarding through renewal.

• 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

Qualifications

• 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

Requirements

• 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

• Healthcare Insurance: zerohash covers roughly 100% of employee premiums as well as a portion of spouse/children (U.S. only)
• Vision & Dental Insurance (U.S. only)
• Chance to earn equity
• Maternity & Paternity leave (after 6 months)
• WeWork All Access Membership
• WFH Yearly Stipend
• L&D Yearly Stipend (after 6 months)