Account Manager, MoonPay Institutional

About the role

MoonPay is looking for an experienced Account Manager to join their team in New York. In this role, you will be responsible for managing relationships with a portfolio of institutional clients, including fintech companies, exchanges, wallets, payment providers, and enterprise partners. Your primary goal will be to serve as a trusted advisor, helping clients onboard successfully, adopt MoonPay's products, and achieve long-term retention and growth. You will work closely with internal teams such as Sales, Product, Operations, Compliance, Support, and Engineering to advocate for customer needs, resolve issues, and identify opportunities for expansion. This position offers an exciting chance to be part of a company that is building the operating system for value movement in the digital asset space, supporting a rapidly growing ecosystem of over 30 million customers and more than 500 partners worldwide. The role requires someone who thrives in a fast-paced environment, enjoys solving complex customer challenges, and is motivated by impact and ownership in a high-growth industry.

Key facts

What you'll do

• Manage and grow a portfolio of strategic institutional clients, focusing on increasing product adoption, customer retention, and revenue expansion.
• Develop and maintain strong, trusted relationships with key stakeholders at client organizations, including executives and operational teams.
• Collaborate cross-functionally with teams such as Product, Operations, Compliance, Engineering, and Support to address client issues, improve service delivery, and enhance the overall customer experience.
• Identify opportunities for upselling and cross-selling additional products and services to existing clients, supporting commercial negotiations and contract renewals.
• Monitor customer health using relevant business metrics, proactively identifying and mitigating risks to renewals and long-term success.
• Act as the voice of the customer within MoonPay, providing structured feedback that influences product development, operational processes, and strategic initiatives.
• Support clients through onboarding processes, ensuring they understand and effectively MoonPay's offerings.
• Assist clients in navigating compliance and regulatory requirements relevant to their digital asset operations.
• Drive customer success initiatives by understanding client goals and aligning MoonPay's solutions to meet those objectives.
• Stay informed about industry trends, regulatory changes, and competitive landscape to better serve clients and identify new opportunities.
• Support the development of account management strategies, best practices, and tools to improve team effectiveness.
• Work with clients to identify growth opportunities, including new product features, integrations, or market expansion.
• Provide regular updates and reports to internal teams on client status, risks, and opportunities.
• Contribute to the ongoing improvement of customer onboarding, support, and success processes.
• Participate in industry events, conferences, and client meetings to promote MoonPay's solutions and strengthen relationships.
• Ensure compliance with all relevant regulations and internal policies, including ITAR considerations.
• Maintain a high level of professionalism and customer focus, representing MoonPay's brand positively at all times.

Requirements

• At least 4 years of experience in Account Management, Customer Success, Strategic Partnerships, or Relationship Management supporting enterprise or institutional clients.
• Proven ability to manage complex stakeholder environments and coordinate initiatives across multiple teams.
• Strong commercial mindset with experience in identifying growth opportunities, supporting negotiations, and closing deals.
• Solid understanding of fintech, payments, financial services, SaaS, or digital assets; prior experience in crypto is highly desirable.
• Demonstrated success working in a fast-paced, high-growth environment with a strong sense of ownership and accountability.
• Excellent communication and interpersonal skills, capable of building trust and rapport with clients and internal teams.
• Analytical skills to interpret business metrics and customer data, informing decision-making and strategy.
• Ability to proactively identify risks and develop mitigation plans.
• Customer-centric approach with a focus on delivering value and solutions.
• Ability to adapt quickly to industry changes, regulatory updates, and evolving client needs.
• Strong organizational skills and attention to detail, ensuring timely follow-up and accurate reporting.
• Experience working with cross-functional teams and supporting complex projects.
• Fluency in English; additional languages are a plus.

Nice to have

• Prior experience working with institutional clients in the crypto or blockchain space.
• Familiarity with compliance and regulatory considerations in digital assets.
• Experience supporting or managing enterprise SaaS products.
• Knowledge of financial technology trends, innovations, and emerging markets.
• Multilingual abilities are advantageous.
• Experience working in regulated environments and understanding of ITAR considerations.
• Prior exposure to customer onboarding and success strategies in high-growth tech companies.

Skills & tools

• Relationship management and client engagement
• Customer success strategies and best practices
• Negotiation and upselling techniques
• Stakeholder engagement and management
• Data analysis and reporting tools
• Cross-functional collaboration skills
• CRM software proficiency (e.g., Salesforce or similar)
• Industry knowledge in fintech, crypto, payments, and digital assets
• Problem-solving and critical thinking skills
• Ability to prioritize and manage multiple client accounts effectively

Practical notes

• This role is based on-site in New York; candidates must be able to work from the office.
• The position involves working within a regulated environment, including compliance with ITAR regulations.
• MoonPay values diversity and encourages applications from candidates of all backgrounds.
• The company emphasizes the integration of AI into daily operations to streamline manual tasks and focus on impactful work.
• The role offers an opportunity to work at the forefront of digital asset infrastructure, contributing to innovative solutions in a rapidly evolving industry.
• Candidates should be prepared to engage with clients across different regions and industries, maintaining high standards of professionalism.
• The company fosters a high-performance culture that rewards ownership, impact, and continuous learning.
• Benefits and compensation details are provided in the official offer; the role is full-time and on-site.
• The company is committed to building a diverse team and supporting professional growth in a dynamic environment.