Member of Protocols

Responsibilities

• Own the full client lifecycle for protocols using the token vesting product, from initial demo through configuration, onboarding, bug fixes, support, account maintenance, and ongoing relationship management.
• Act as the primary point of contact for a portfolio of protocol clients, including pre-launch protocols preparing for token launches and post-launch companies migrating to the platform.
• Drive operational and data execution: ingest client spreadsheets, serve as temporary data admin, upload, review, and validate client data for accuracy.
• Build and configure complex APIs connecting the platform to clients' custody accounts.
• Manage ongoing operational needs such as data changes, adding users, bug fixes, and day-to-day requests across a portfolio scaling to ~25 companies / ~2,000 users.
• Communicate client-reported bugs and needs directly to the engineering team.
• Collaborate with the broader organization and engineering to own client requests, feature requests, and bug resolution.
• Deliver status updates to clients and coordinate with sales to identify and convert investor prospects.
• Conduct a high cadence of client meetings (typically 10–20 in the first quarter of a new engagement), surfacing issues early and discovering new opportunities.
• Contribute to commercial impact by upselling investor-facing products and expanding existing relationships.
• Coordinate with CX, Custody, and Protocol teams for integrated service delivery.
• Build analytics and reporting to surface actionable insights and support new revenue operations (growth opportunity).
• Grow into a prospect-closing function (growth opportunity).

Requirements

• Crypto background with ability to speak credibly with protocol teams and token issuers; familiarity with tokens, vesting, and custody concepts.
• 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 high meeting volume and multiple concurrent client relationships.
• High level of organization and reliability under heavy volume of concurrent relationship and operational tasks.
• Commercial instinct — able to spot expansion, upsell, and conversion opportunities.

Nice-to-Haves

• Prior experience at a custody provider, exchange, or token infrastructure company.
• Experience working alongside sales teams on prospect conversion.