Client Services Manager - Zero Hash

About the role

As a Client Services Manager at Zero Hash, you will be responsible for managing relationships with pooled partner accounts, ensuring they receive the support needed for a smooth experience on the platform. This involves handling renewals, onboarding, and ongoing communications, as well as coordinating with various internal teams to meet partner needs.

The role requires strong organizational skills and the ability to manage multiple deadlines while maintaining clear communication with partners and internal stakeholders. Success in this position will be measured by the satisfaction of institutional clients and the efficiency of processes related to account management and partner support.

Skills that matter here

• client services: This role requires 3-5 years of experience in client services or account management to effectively manage institutional partner accounts.
• CRM (Salesforce preferred): You will need to be comfortable using a CRM system to manage partner relationships and maintain accurate records.
• process discipline: Strong process discipline is essential for building checklists and trackers to ensure consistent execution of tasks.
• KYC, AML processes: Familiarity with KYC and AML processes at a coordination level is preferred for managing compliance-related tasks.

Who this role suits

• A candidate with a background in B2B client services or account management.
• Someone who is detail-oriented and excels in managing multiple deadlines effectively.
• A professional with strong communication skills for partner-facing interactions.
• An individual comfortable working in a fast-paced, cross-functional environment.

From the employer

• 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

• 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

• Chance to earn equity
• Maternity & Paternity leave
• WeWork Membership
• WFH Yearly Stipend
• L&D Stipend (after 6 months)