Senior Client Relations Manager

About the role

The Senior Client Relations Manager will own the vault's relationship with its most valuable customers, ensuring their collections feel as premium as the trust they place in us. This role requires managing high-value, high-touch client relationships and building a VIP program from scratch.

Responsibilities

• Own the relationship for the vault's VIP and whale-tier customers, serving as their primary point of contact and the internal source of truth on the status of their items
• Design and launch a formal VIP program — defining who qualifies, what the experience looks like at each stage, and how it's measured
• Partner closely with the Customer Care team to fit VIP service into existing support workflows rather than building a disconnected parallel process
• Assess and respond to non-standard, high-value requests — unusual consignment terms, pricing questions on rare items, and lending-related deposits — where a generic answer won't do
• Coordinate directly with Vault Ops and Client Logistics on high-value shipment handling, including white-glove shipping, security pickups, and insurance coordination for valuable transit
• Build outbound growth channels for the vault — leveraging social media, collecting communities, and existing relationships to bring new and recurring high-value collectors to the platform
• Document recurring VIP procedures and partner with our Process & Standards team to bring them under the same audit standards as our core operations, so exceptional service never comes at the cost of accountability
• Escalate incidents with legal, compliance, or reputational exposure promptly and partner cross-functionally to resolve them

Requirements

Experience managing high-value, high-touch client relationships — in collectibles, luxury goods, financial services, or a comparable field where trust and discretion matter as much as responsiveness

Strong judgment on when to move fast for a client and when to loop in the right partner

A genuine cross-functional collaborator — this role only works well if Customer Care sees it as a partner, not a workaround

Familiarity with the trading card or broader collectibles market is a plus

Prior experience with valuation, high-end logistics, or lending-related transactions is a plus

Qualifications

Strong understanding of Google Sheets, Docs, and similar tools

Excellent written and verbal communication skills

Skills

Experience managing high-value, high-touch client relationships

Strong judgment on when to move fast for a client and when to loop in the right partner

Genuine cross-functional collaborator

Familiarity with the trading card or broader collectibles market

Prior experience with valuation, high-end logistics, or lending-related transactions

Benefits

Health Insurance

Additional Benefits

401(K) Matching Plan

Vacation

Holiday Pay

Employee Discounts

Flexible Hours

Pay

$138,824 - $163,322

Schedule

Remote or hybrid candidates will also be considered