First Digital Trust is hiring a

Web3 Client Services Lead

We’re looking for a dynamic Client Success Executive to lead and drive Post-Sales operational excellence, take ownership for product & service education, and deliver long-term customer retention and ultimately world class customer experience.

In this role, you’ll lead a high-performing team, collaborate cross-functionally, and play a key part in shaping our client engagement strategy.

This is an exciting opportunity to join a company at the vanguard of new digital finance, where we work at the intersection of traditional and virtual assets, helping clients navigate the crypto industry, while ensuring white-glove “private bank-grade” experiences, building strong relationships, and supporting our exponential growth.

What You’ll Do:

• Lead, mentor, and coach a team of Client Services and Admin Managers to deliver high levels of client satisfaction and happiness
• Oversee client onboarding, working closely with Compliance, Business Development and Sales to ensure a streamlined, transparent and seamless engagement experience.
• Partner closely with Business Development, Compliance Ops, Settlement, and Platform teams to ensure smooth hand-offs and seamless client journey.
• Build and maintain strong relationships with our most strategically aligned client-partners, understanding their evolving business needs to proactively add value.
• Analyze client data to uncover trends, anticipate needs, and develop strategic solutions and develop our NPS.
• Manage and solve client issues and act as a key liaison between clients and internal teams, ensuring efficient resolution.
• Track and optimize performance metrics for the client success team, continuously identifying areas for improvement.
• Drive upselling and cross-selling of additional services to existing clients, maximizing value and growth opportunities.
• Develop and implement success plans for key accounts, ensuring long-term retention and engagement.
• Gather and relay client feedback to internal teams to support continuous product improvement.
• Represent the company at conferences, networking events, and industry forums.

What We’re Looking For:

• 5+ years of experience as a people leader/manager in a client-facing role, ideally within Private or International Banking, Institutional multi-national FinTech/Crypto firm, or a Digital Asset Friendly Financial Institution.
• Strong background in client engagement and relationship management within financial services.
• Driven strategic thinker with a commercial mindset, able to identify and generate new business opportunities.
• Proven ability to anticipate client expectations, negotiate “win-win” terms, and analytically utilise data to drive outcomes
• Experience setting objectives and KPIs and leading a high-performing GTM (ideally CS) team.
• Strong understanding of Post-Sales, Rev-Ops, CRM and Client Communications best practices.
• Prior experience or knowledge in crypto (especially stablecoin), blockchain, or digital assets custody is a huge advantage.
• Solid presentation and confident, consistent communication skills essential.
• Fluency in English Essential, Fluency in Mandarin Highly Beneficial.
• MSc or MA in Business related field advantageous, but not essential.

Why Join Us?

• Competitive Compensation – We offer a remuneration package that reflects your expertise and contributions.
• Transportation Support – A monthly allowance to assist with your commute.
• Comprehensive Benefits – Life, medical, and dental coverage for your well-being.
• Professional Development – A $4,000 USD education allowance to support your continuous learning.
• Career Growth – Strong prospects for advancement within a dynamic organization.
• Team Engagement – Regular activities to foster collaboration and a positive work environment.

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