About Uphold
The Web3 economy will redefine how financial value is held and transacted - with much activity shifting towards blockchain networks and digital assets. Founded in 2013, Uphold is a Web3 financial platform that supports almost 300 digital assets and acts as a Regulated Gateway to the Web3 economy. Featuring integrations with 26 blockchain networks and a robust trading engine connected to 30 underlying venues, the platform allows users to trade ‘Anything-to-Anything’ while enjoying keen pricing and deep liquidity. Uphold has completed more than 120 million transactions worth $40 billion from 10 million customers in over 150 countries.Both people and companies need to access this exciting Web3 world, but it can be technically demanding and time-consuming.Uphold strips away the complexity and lack of transparency to open up Web3 finance for everyone.To learn more about Uphold, please visit https://uphold.comThe opportunity:Uphold is looking for a Head of VIP to join our VIP Engagement Team.
This is an exciting opportunity where you’ll get to lead a dedicated team focused on our highest-value individual users. You will drive increased revenue, higher customer lifetime value (LTV), and improved retention rates by delivering personalized service, proactive relationship management, and bespoke offerings. Primary responsibilities:
- Set the direction for VIP Engagement, ensuring the team focuses on revenue growth, retention, and product adoption.
- Monitor and increase the lifetime revenue of top-tier VIPs through cross-sell/upsell initiatives, improving retention and ensuring long-term loyalty.
- Direct oversight of VIP Account Managers, setting targets, monitoring performance, and ensuring the team operates with a high level of precision and personalized service.
- Lead initiatives such as the VIP referral program, VIP-only product releases, and elite engagement events. Deliver a tailored product and service portfolio for VIPs.
- Regularly analyze VIP user behavior to make data-backed adjustments to engagement strategies.
- Provide regular reports on progress against KPIs, including revenue growth, retention and churn rates, directly to the VP of Retention and other senior stakeholders.
Required qualifications:
- Proven track record in driving revenue growth through personalized engagement strategies in fintech or high-value customer segments.
- Experience in managing top-tier accounts, with the ability to navigate complex customer needs and drive results.
- Strong analytics skills to interpret data and adapt engagement strategies accordingly.
- Ability to lead high-impact projects and align customer engagement efforts with broader company objectives.
- Fluent written and oral English skills.
Bonus if you have:
- Fluency in cryptocurrencies or other digital assets as they are core to our business.
- Community talks, certifications, and/or blog posts on your interests and research.
- Open-source project contributions of any kind, such as tools developed to solve specific problems you’ve had or fixing issues on existing projects.
Importantly, if you’re looking for a senior role with us, you will have achieved many of the things above while also providing mentorship to others, and have engaged in public speaking opportunities. What we offer:
- Innovation and Impact: Contribute to pioneering projects in a dynamic and challenging environment.
- Competitive Compensation: Stock options, performance bonuses, and comprehensive benefits on top of a competitive salary.
- Strong Company Culture: Thrive in a supportive, collegiate environment with values of integrity, teamwork, accountability, and excellence.
- Global Collaboration: Participate in regular updates, strategy sessions, and networking opportunities across the group.
- Development Opportunities: Access training and mentorship programs.
- Flexibility: Enjoy options to work from home, other locations, or adjust your hours.
- Inclusive Environment: Value and respect diverse perspectives.
Benefits:
- Annual bonus program based on individual, team and company performance.
- Home office stipend for a productive setup.
- Generous PTO, healthcare, and employee assistance programs.
- Engaging events and celebrations.
- Well-stocked office kitchen with a foodie culture.
Join us to grow, innovate, and contribute meaningfully. Be part of our talented team! Visit our careers page for more exciting opportunities, if this role isn’t the perfect fit. EEOC Employer We're proud to be an Equal Opportunity Employer and we celebrate our employees' differences, including race, color, religion, gender identity, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, disability, and any other protected classes. Difference makes us stronger and better - together.
