Account Manager

CoinFlip is a global digital currency platform company focused on providing consumers with simple and secure access to buy and sell cryptocurrency. The company operates the world's largest network of cryptocurrency kiosks by transaction volume, with more than 5,500 kiosks across 49 U.S. states, Puerto Rico, Canada, Australia, New Zealand, South Africa, Italy, Panama, Brazil, Mexico, and Spain. CoinFlip's digital currency kiosks make buying and selling major cryptocurrencies accessible for consumers who wish to purchase digital currency using cash.

CoinFlip also operates CoinFlip Preferred, a personalized over-the-counter service that provides investors with custom, white-glove support for their cryptocurrency transactions. In 2022, CoinFlip launched CoinFlip Ventures, an investment group offering coaching, funding, and networking support to early-stage crypto and web3 projects. We also offer the CoinFlip Crypto Wallet, a self-custodial cryptocurrency wallet available for iOS and Android devices.

CoinFlip was founded in 2015 by Daniel Polotsky, Kris Dayrit, Alan Gurevich, and Ben Weiss. Headquartered in Chicago, CoinFlip placed in the top 500 on the 2021, 2022, and 2023 Inc. 5000 list, and on the 2022 and 2023 Deloitte Technology Fast 500, was named the 2021 and 2022 #1 fastest-growing company in Chicago by Crain's, ranked in Chicago Tribune's Top Workplaces in 2021 and 2022, and was awarded the 2021 and 2022 Stevie® Awards for Customer Service. To learn more about CoinFlip and how to get started on your digital currency journey, visit

The Account Manager is responsible for owning day-to-day communication and relationship management for a portfolio of existing CoinFlip accounts. This role ensures high satisfaction, retention, renewals, and growth by proactively managing account needs, resolving issues, coordinating internal support, and identifying upsell/cross-sell opportunities. You'll serve as the primary point of contact and trusted advisor, ensuring accounts receive timely, effective service while driving revenue through renewals and expansion.

Key Responsibilities:

Account Management & Communication

• Act as the primary day-to-day contact for assigned existing accounts, managing communications across phone, email, chat, and meetings.
• Build strong relationships with key stakeholders and maintain a clear understanding of each account's goals, operations, and pain points.
• Run regular check-ins, account reviews, and performance updates to ensure alignment and satisfaction.
• Maintain accurate account documentation and communication logs in CRM and internal systems.

Retention, Renewals & Negotiation

• Own retention strategy for assigned accounts-identify churn risk early and execute mitigation plans.
• Manage contract renewals end-to-end, including timelines, pricing discussions, and stakeholder coordination.
• Lead renegotiations as needed, partnering with internal teams (Legal, Finance, Compliance, Sales Leadership) to finalize terms.
• Ensure renewals and amendments are executed accurately and on time.

Troubleshooting, Escalation & Issue Resolution

• Troubleshoot account issues and coordinate cross-functional resolution with Operations, Support, Product, Compliance, and Engineering.
• Triage incoming requests, set expectations, and drive timely outcomes with clear updates to the customer.
• Escalate critical issues appropriately, ensuring internal accountability and customer confidence.
• Track recurring issues and provide feedback to internal teams to reduce friction and improve customer experience.

Growth (Upsell / Cross-Sell)

• Identify opportunities to expand product adoption through upsell and cross-sell motions.
• Educate customers on new CoinFlip products, features, and programs relevant to their business needs.
• Partner with Sales and Product teams to position solutions, build business cases, and close expansion opportunities.
• Maintain a pipeline of expansion opportunities and report progress against targets.
• Other duties as assigned.

Qualifications:

Required

• 2+ years in account management, customer success, or client-facing relationship roles (B2B preferred).
• Proven experience owning renewals and retaining a book of business.
• Strong communication skills-clear, professional, and confident.
• Ability to troubleshoot issues, coordinate teams, and manage escalations with urgency and accountability.
• Comfortable negotiating commercial terms and navigating objections.
• Strong organization and CRM discipline (Salesforce or similar).
• Demonstrates strong attention to detail to ensure accuracy, consistency, and adherence to processes.

Preferred

• Experience in fintech, payments, crypto, kiosks/retail networks, or regulated industries.
• Familiarity working cross-functionally with Legal, Finance, Compliance, and Product teams.
• Experience with multi-location or operationally complex accounts.
• Fluency in English and Spanish (desired, not required).

Annual Base Salary: $20,000 USD plus commissions

Working at CoinFlip means collaborating with experienced and innovative leaders who share a clear vision and a track record of success. We offer a collaborative and positive working environment where we encourage employees to balance productivity with time to recharge. Compensation is above and beyond a typical "startup" - we offer competitive salaries, performance-based incentives, and competitive benefits for full-time employees.

CoinFlip values diversity in the workplace and is an equal opportunity employer committed to providing an inclusive and accessible work environment. We thank all candidates who apply, but only those selected for an interview will be contacted.

By applying to this role, you give express consent to CoinFlip to send you informational text (SMS) messages regarding this role and the application process. You can cancel the SMS service at any time by replying "STOP" to the text message you received. If at any time you forget what keywords are supported, just reply "HELP." Message and data rates apply. If you require a special accommodation, please let us know and we'll work with you to meet your needs.