Client Success Lead – Institutional Partnerships

Zero Hash LLC; United States; Hybrid; USD 90,000 - 140,000; Full time

Benefits offered by this job

Healthcare Insurance

Vision & Dental Insurance (U.S. only)

Chance to earn equity

Maternity & Paternity leave (after 6 H

WeWork All Access Membership

WFH Yearly Stipend

L&D Yearly Stipend (after 6 months)

Job summary

zerohash is seeking a Client Services Manager to manage a portfolio of institutional partner accounts, ensuring smooth onboarding, renewals, and ongoing success across Operations, Finance, Compliance and Solutions Engineering.

You will own day-to-day platform relationships, prepare weekly pipeline summaries, and coordinate cross-functional status through onboarding and post-live periods. Strong communication and CRM skills are essential.

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 elevate it to an RM, Finance, Legal or Compliance.
• Ability to manage many small deadlines across several teams at once.

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.

Skills

Client relationship management

Process discipline

Professional writing

Cross-functional collaboration

Time management

Tools

Salesforce

Job description

zerohash is seeking a Client Services Manager to manage a portfolio of institutional partner accounts, ensuring smooth onboarding, renewals, and ongoing success across Operations, Finance, Compliance and Solutions Engineering.

You will own day-to-day platform relationships, prepare weekly pipeline summaries, and coordinate cross-functional status through onboarding and post-live periods. Strong communication and CRM skills are essential.