Senior Client Experience Manager (German Speaking) (f/m/d)

Senior Client Experience Manager (German Speaking)

At Upvest, we are on a mission to make investing as easy as spending money. Upvest empowers businesses to offer a wide range of investment products and the best experience in the field of capital market investment and retirement planning. Upvest's Investment API is easy to integrate so that fintechs and financial institutions can save resources and fully focus on their core business.

We are proud to partner with Europe's leading Fintechs and financial institutions such as DKB, Revolut, N26 and Raisin. Founded in 2017 by Martin Kassing, Upvest now brings together over 270 talented professionals from more than 70 nationalities. Upvest is backed by €280M in total funding from world-class investors, including BlackRock, Tencent, Sapphire Ventures, and Bessemer Venture Partners, Notion Capital, and Motive. Our latest €105M funding round in March 2026 - led by Sapphire and Tencent - serves as a massive catalyst for our growth, allowing us to offer premier investment experience.

About the Role

As a Senior Client Experience Manager (German Speaking), you'll take full ownership of the operational day-to-day relationship between Upvest and Europe's leading financial institutions as a senior counterpart. You won't just provide support, you will be the custodian of long-term partnerships. You'll manage the end-to-end live client relationship, ensuring a smooth daily BAU experience for our clients.

Your role is inherently operational and client facing. You'll build lasting relationships with key stakeholders, facilitating both day-to-day queries and ensuring our live clients are operationally robust and efficient in their use of the investment API. Client Experience is the conduit between Upvest and our clients, building the bridge between our clients and our platform with in-depth knowledge, superb problem-solving skills and natural charisma.

The Client Experience team is a vital part of the Client Impact department, where we focus on delivering sustainable value to our clients every day. You will work alongside a high-performing team of experts and collaborate closely with stakeholders across the entire organization, from Product and Engineering to Growth, Legal, and Compliance.

What You'll Do

• Relationship Management: Take full ownership of day-to-day operational relationship management as a senior support counterpoint to Europe's top financial institutions in utilizing Upvest's investment API.

• Best in Class Support: Oversee exceptional support delivery via Zendesk, Slack and weekly check-ins, acting as the first escalation point for complex operational and administrative issues.

• Operational Excellence: Manage our Service Level Agreements (SLAs), identifying systemic points for improvement to ensure smooth business-as-usual (BAU) operations.

• Cross-Functional Advocacy: Serve as the chief internal advocate for client interests and queries, collaborating with Product, Engineering, and Operations teams to resolve requests.

• Communication: Set the standards for client communication, ensuring transparency and trust through both ad-hoc and structured weekly, monthly and quarterly touchpoints.

• Take Ownership: Become part of the success story of Upvest (as a shareholder!).

What You Bring

• Expertise: 6+ years of experience in client-facing roles within investments or banking. You have experience in working with large financial institutions and a natural comfort with complexity.

• Linguistic Skills: Professional fluency in German and English is required to manage our institutional European partnerships.

• AI: Proficiency in AI tooling is a significant advantage, particularly in leveraging AI to automate support workflows or enhance data-driven decision-making.

• Industry Knowledge: Deep familiarity with the financial industry or regulated environments. Previous experience with or strong interest in software-/infrastructure-as-a-service products (e.g., Banking-as-a-Service etc.)

• Problem-Solving: A "client-first" mindset with the ability to solve problems pragmatically and efficiently. You relish the challenge of overcoming multi-layered operational issues and have strong stakeholder management skills.

• Leadership: A proactive approach to mentoring, acting as a sparring partner for leadership, and thriving in an autonomous, high-growth setup.

How We Upvest In You

• Best-in-class AI tools: Every Upvenger has €20,000 per year to spend on the best AI tools available — so you're always working with the most powerful models and tooling on the market.

• Impact-driven work: We're building the infrastructure that will power the future of investing in Europe. It's complex, ambitious, and meaningful. You'll work with modern technologies and create something entirely new. No legacy systems, no limits.

• Wellbeing: Recharge with 30 days of annual leave and maintain a healthy lifestyle with sports benefits. Access confidential professional coaching and enjoy the flexibility to work remotely abroad for up to 183 days a year. Recharge with UpRest, a one-month fully paid sabbatical after every 4 years of working at Upvest.

• Development: Growth is in our DNA. Each Upvenger has access to a personal development budget and the freedom to decide how to use it.

• Flexible work environment: Work from any of our hubs in Berlin, London or Tallinn hybrid or remotely across Europe, depending on the role. We give you the choice and budget to work where you're most comfortable and productive, either at home or in the office. You choose.

• Compensation and equity: We believe that all Upvengers contribute to our success and deserve a competitive, above-market salary and a participation in our employee equity program.

• Team celebrations: Participate in company-wide events, such as UpFest, dinners, offsites and our Holiday party, to connect with colleagues and celebrate our achievements.

• Inclusion: We're committed to a culture where everyone belongs and thrives. Our Employee Resources Groups foster inclusion and connection, like Upfem for our female Upvengers, or UpVergent supporting neurodivergent Upvengers and allies.

Our Values

• Make it easy for others. We simplify the complex and act with the best intentions.

• Own the outcome. We are proactive, fast and confident to get the job done, valuing progress over perfection.

• Rise to the challenge. We aim high and push the boundaries. We stay curious, learn and celebrate our wins together.

• Tell the story. We start with the Why to align on purpose. We are transparent and share knowledge to empower and inspire others.

Upvest is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.