VP, Relationship Manager

Customers Bank; Arizona; On-site; USD 135,000 - 155,000; Full time

Job summary

Customers Bank seeks a Relationship Manager to serve as the primary contact for institutional digital asset clients, driving onboarding, relationship growth, and client retention. You will coordinate across internal teams to resolve issues and ensure compliance while delivering high-touch service.

You will manage onboarding, API integrations, and ongoing client reviews, maintaining strong knowledge of cubiX platform and payment rails. A data-driven, client-first approach is essential for success.

Qualifications

• 3–6 years in relationship management, client success, or account management within banking, fintech, or digital assets.
• Solid understanding of the digital asset landscape — how exchanges, custodians, OTC desks, and stablecoin issuers operate.
• Experience managing institutional or commercial banking clients with complex operational needs.
• Familiarity with U.S. banking compliance requirements relevant to digital assets: BSA/AML, KYC/KYB, OFAC.
• Strong communication skills — equally comfortable presenting to a compliance officer and a crypto-native CFO.
• Organized and process-oriented, with the ability to manage a large client portfolio without dropping details.
• Proactive, service-first mindset with a track record of high client satisfaction and retention.

Responsibilities

• Serve as the primary point of contact for an assigned portfolio of institutional digital asset clients — exchanges, stablecoin issuers, custodians, trading desks, and crypto funds.
• Own the client lifecycle post-onboarding: account management, relationship deepening, issue resolution, and renewal/retention.
• Guide clients through cubiX platform onboarding, API integrations, and connection requests with counterparties (exchanges, OTC desks, payment networks).
• Proactively monitor client activity, flagging changes in behavior, deposit flows, or operational needs to internal stakeholders and compliance teams.
• Conduct regular business reviews with clients to understand evolving needs, introduce new products or payment rails, and identify cross-sell opportunities.
• Act as an internal advocate for your clients — coordinating with Treasury, Operations, BSA/AML, Legal, and the cubiX product team to resolve issues and deliver solutions.
• Support Business Development Officers in transitioning newly signed clients through onboarding and into steady-state management.
• Maintain accurate and up-to-date CRM records, pipeline notes, and relationship documentation.
• Contribute to the development of client-facing materials, FAQs, and product guides for the digital asset vertical.
• Uphold the bank's compliance standards in all client interactions, including flagging unusual activity and supporting periodic KYC/KYB reviews.

Skills

Relationship management

Client success

Account management

Digital assets

Banking compliance

CRM communication

Tools

Salesforce

Job description

At Customers Bank, we believe in working hard, working smart, working together to deliver memorable customer experiences and having fun. Our vision, mission, and values guide us along our path to achieve excellence. Passion, attitude, creativity, integrity, alignment, and execution are cornerstones of our behaviors. They define who we are as an organization and as individuals. Everyone is encouraged to have personal development plans. By doing so, our team members are on their way to achieve their highest potential and be successful in their personal and professional lives.

Salary range:

An annual salary range of $135,000 - $155,000 is what we expect to pay for this position, based on overall skills and experience.

Must be legally eligible to work in the United States without sponsorship, now or in the future, to be considered.

Who is Customers Bank?

Founded in 2009, Customers Bank is a super-community bank with over $22 billion in assets. We believe in dedicated personal service for the businesses, professionals, individuals, and families we work with.

We get you further, faster.

Focused on you: We provide every customer with a single point of contact. A dedicated team member who’s committed to meeting your needs today and tomorrow.

On the leading edge:

We’re innovating with the latest tools and technology so we can react to market conditions quicker and help you get ahead.

Proven reliability:

We always ground our innovation in our deep experience and strong financial foundation, so we’re a partner you can trust.

About the Vertical.

Customers Bank operates cubiX, one of the only 24/7/365 instant payment platforms at a federally regulated U.S. bank — serving institutional digital asset clients including major exchanges, stablecoin issuers, OTC desks, and trading firms. The Relationship Manager is the primary point of contact for these clients, ensuring they get the most from the bank's infrastructure, products, and service model.

The Role

The Relationship Manager is the face of Customers Bank to our institutional digital asset clients. Where the Business Development Officer opens doors, the RM owns what happens next — onboarding, deepening, and retaining a portfolio of high-value accounts through expert knowledge of the cubiX platform, an understanding of clients' operational needs, and a proactive, high-touch service model. This role is critical to deposit retention, client satisfaction, and the long‑term growth of the digital asset vertical.

What You'll Do

• Serve as the primary point of contact for an assigned portfolio of institutional digital asset clients — exchanges, stablecoin issuers, custodians, trading desks, and crypto funds.
• Own the client lifecycle post-onboarding: account management, relationship deepening, issue resolution, and renewal/retention.
• Guide clients through cubiX platform onboarding, API integrations, and connection requests with counterparties (exchanges, OTC desks, payment networks).
• Proactively monitor client activity, flagging changes in behavior, deposit flows, or operational needs to internal stakeholders and compliance teams.
• Conduct regular business reviews with clients to understand evolving needs, introduce new products or payment rails, and identify cross-sell opportunities.
• Act as an internal advocate for your clients — coordinating with Treasury, Operations, BSA/AML, Legal, and the cubiX product team to resolve issues and deliver solutions.
• Support Business Development Officers in transitioning newly signed clients through onboarding and into steady-state management.
• Maintain accurate and up-to-date CRM records, pipeline notes, and relationship documentation.
• Contribute to the development of client-facing materials, FAQs, and product guides for the digital asset vertical.
• Uphold the bank's compliance standards in all client interactions, including flagging unusual activity and supporting periodic KYC/KYB reviews.

What You Bring

• 3–6 years in relationship management, client success, or account management within banking, fintech, or digital assets.
• Solid understanding of the digital asset landscape — how exchanges, custodians, OTC desks, and stablecoin issuers operate.
• Experience managing institutional or commercial banking clients with complex operational needs.
• Familiarity with U.S. banking compliance requirements relevant to digital assets: BSA/AML, KYC/KYB, OFAC.
• Strong communication skills — equally comfortable presenting to a compliance officer and a crypto-native CFO.
• Organized and process-oriented, with the ability to manage a large client portfolio without dropping details.
• Proactive, service-first mindset with a track record of high client satisfaction and retention.

Nice to Have

• Prior experience at a digital-asset-friendly bank (Silvergate, Signature, or similar) or a crypto-native firm.
• Hands‑on familiarity with instant payment rails — RTP, FedNow, or real‑time gross settlement systems.
• Understanding of stablecoin mechanics, blockchain‑based settlement, or tokenized payment networks.
• Experience using CRM platforms (Salesforce or similar) to manage complex relationship portfolios.
• Exposure to Treasury or cash management products for institutional clients.

Why Customers Bank

• One of the only regulated U.S. banks with a mature digital asset banking franchise — $4B+ in digital asset deposits and a cubiX network processing $500B+ quarterly.
• The RM role carries genuine influence: our single‑point‑of‑contact model means you are the bank to your clients, not just a support function.
• High‑growth environment: total assets of $25.9B, deposits up 14% YoY, and a Net Promoter Score of 81 — well above the banking industry average.
• Significant investment in AI and technology infrastructure, with partnerships with OpenAI, Anthropic, and Microsoft — you'll work alongside cutting‑edge internal tools.
• A compliance‑forward culture built to last: the bank has invested heavily in BSA/AML infrastructure, creating a stable, long‑term franchise in a space where many competitors have exited.

Diversity Statement

At Customers Bank, we believe in working smart, working together, and having fun while delivering innovative solutions and memorable experiences for our customers. We are committed to the continual advancement of a culture which reflects the value we place on diversity, equity, and inclusion. We honor the diverse experiences, perspectives, and identities of our team members, and we recognize that it is their passion, creativity, and integrity that drives our success. Step into your future with us! Let’s take on tomorrow.

Customers Bank is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

We also provide “reasonable accommodations”, upon request, to qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state and local laws.