Member of Protocols - Client Success & Operations Manager, Token Vesting

At Anchorage Digital, we are building the world’s most advanced digital asset platform for institutions to participate in crypto. Anchorage Digital is a crypto platform that enables institutions to participate in digital assets through custody, staking, trading, governance, settlement, and the industry's leading security infrastructure. Home to Anchorage Digital Bank N.A., the first federally chartered crypto bank in the U.S., Anchorage Digital also serves institutions through Anchorage Digital Singapore, Porto by Anchorage Digital, and other offerings. The company is funded by leading institutions including Andreessen Horowitz, GIC, Goldman Sachs, KKR, and Visa, with its Series D valuation over $3 billion. Founded in 2017 in San Francisco, California, Anchorage Digital has offices in New York, New York; Porto, Portugal; Singapore; and Sioux Falls, South Dakota. Learn more at anchorage.com, on X @Anchorage, and on LinkedIn.

With the evolving landscape of digital threats and an increasing volume of sophisticated attacks by malicious actors, we have a security policy mandating all new hires complete an in-person onboarding process - no exceptions. Security is our foundation and we prioritize physical identity verification and secure IT setup. While our security and IT logistics require physical presence to protect our infrastructure from sophisticated global threats, this move is equally about our Village culture. We believe that a laptop can be shipped, but our culture cannot.

Own the full client lifecycle for protocols using Anchorage Digital's token vesting product - from the first demo through configuration, onboarding, bug fixes, support, account maintenance, and ongoing relationship management. This is a high-bandwidth, hybrid role spanning both client-facing relationship management and hands-on operational/data execution. You'll be the primary point of contact for a portfolio of protocol clients - both pre-launch protocols preparing token launches and post-launch companies migrating onto the platform - while also doing the data and integration work that keeps those clients running. You'll have room to grow into a prospect-closing function and to build analytics and reporting that surface actionable insights and support new revenue operations. Strong bonus for candidates with a crypto background and a blend of commercial instinct and technical/data fluency. We have created the Factors of Growth & Impact to help Villagers better measure impact and articulate coaching, feedback, and the rich and rewarding learning that happens while exploring, developing, and mastering the capabilities and contributions within and outside of the Client Success & Operations Manager, Token Vesting role:

Technical Skills:

• Drive operational and data execution - take in client spreadsheets, act as a temporary data admin, and upload, review, and validate client data for accuracy.
• Build and configure the series of complex APIs that connect the platform to clients' custody accounts.
• Communicate client reported bugs / needs directly with engineering team as primary point of contact.

Complexity and Impact of Work:

• Lead a portfolio of protocol clients across both pre and post TGE.
• Manage ongoing operational needs - data changes, adding users, bug fixes, and other day-to-day requests - with rigor across a portfolio scaling toward ~25 companies / ~2,000 users.

Organizational Knowledge:

• Collaborate with the broader organization and engineering to own client requests, feature requests, and bug resolution.
• Deliver status updates back to clients and coordinate with sales to identify and convert investor prospects.

Communication and Influence:

• Listen to clients through a high cadence of meetings (typically 10 - 20 in the first quarter of a new engagement), surfacing issues early and discovering new opportunities.
• Contribute commercial impact by upselling investor-facing products and expanding existing relationships.
• Coordinate with existing CX, Custody, and Protocol team members for a mix of integrated service delivery.

You may be a fit for this role if you have:

• A crypto background, with the ability to speak credibly with protocol teams and token issuers and familiarity with tokens, vesting, and custody concepts.
• A blend of client-facing experience (customer success, account management, or sales) and technical/operational execution ability.
• Strong data and spreadsheet skills, with comfort performing data validation and quality control.
• Experience with API configuration or technical integration work.
• Strong communication skills, able to manage a high meeting volume and multiple concurrent client relationships.
• A high level of organization and reliability under a heavy volume of concurrent relationship and operational tasks.
• Commercial instinct - able to spot expansion, upsell, and conversion opportunities in the natural course of client work.

Although not a requirement, bonus points if:

• Prior experience at a custody provider, exchange, or token infrastructure company.
• Experience working alongside sales teams on prospect conversion.
• You were emotionally moved by the soundtrack to Hamilton, which chronicles the founding of a new financial system. :)

About Anchorage Digital: Who we are The Anchorage Village, what we call our team, brings together the brightest minds from platform security, financial services, and distributed ledger technology to provide the building blocks that empower institutions to safely participate in the evolving digital asset ecosystem. As a diverse team of more than 600 members, we are united in one common goal: building the future of finance by providing the foundation upon which value moves safely in the new global economy. Anchorage Digital is committed to being a welcoming and inclusive workplace for everyone, and we are intentional about making sure people feel respected, supported, and connected at work - regardless of who you are or where you come from. We value and celebrate our differences and we believe being open about who we are allows us to do the best work of our lives. Anchorage Digital is an Equal Opportunity Employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status. Anchorage Digital considers qualified applicants regardless of criminal histories, consistent with other legal requirements. “Anchorage Digital” refers to services that are offered either through Anchorage Digital Bank National Association, an OCC-chartered national trust bank, or Anchorage Lending CA, LLC a finance lender licensed by the California Department of Financial Protection and Innovation, License No. 60DBO-11976, or Anchorage Digital Singapore Pte Ltd, a Singapore private limited company, all wholly-owned subsidiaries of Anchor Labs, Inc., a Delaware corporation. Protecting your privacy rights is important to Anchorage Digital, and we work to maintain the trust and confidence of our clients when handling personal or financial information. Please see our privacy policy notices here.