Principal Strategic Account Manager - Bukit Merah

We’re seeking a client-obsessed, solutions-oriented Principal Strategic Account Manager (SAM) to join our growing Institutional team. This role will focus on deepening relationships with Gemini’s most valuable institutional clients, ensuring retention, satisfaction, and expansion across product lines such as Spot and Derivatives trading, Custody, Staking, and additional services, and also helping define programs that will be of interest to existing and future clients.

As a SAM, you’ll serve as the primary point of contact for a portfolio of key accounts — building trust, providing strategic insights, navigating internal resources, and identifying growth opportunities. You’ll partner closely with Sales, Trading, Product, and Support teams to proactively solve problems, deliver value, and scale institutional partnerships.

Responsibilities:

• Act as the lead relationship manager for a defined book of high-value institutional clients.
• Drive client retention, product adoption, and expansion through consultative engagement and solutions-oriented account planning.
• Serve as a client advocate within Gemini, helping prioritize product feedback and identifying gaps in service or functionality.
• Deliver market updates, product education, and thought leadership to institutional clients to maintain high engagement and satisfaction.
• Collaborate with Sales to support upsell and cross-sell motions, especially as clients scale or shift strategies.
• Resolve escalated client issues in coordination with Support, Trading, and Operations.
• Track account health, usage trends, and risk signals using CRM and internal tools.

Minimum Qualifications:

• 7+ years of experience in account management, client success, institutional sales or trading, preferably within fintech, crypto, or capital markets.
• Demonstrated ability to manage senior-level relationships across hedge funds, HFTs, asset managers, or banks.
• Excellent communication, project management, and interpersonal skills, and a decent understanding of REST, Websocket, FIX APIs.
• Strong commercial instincts and the ability to balance client needs with business goals.
• Passion for crypto, blockchain, and digital asset infrastructure.
• Ability to quarterback numerous relationships, projects and programs simultaneously.

Preferred Qualifications:

• Experience with crypto-native institutions or DeFi market participants.
• Working knowledge of exchange trading, custody solutions, staking, and OTC workflows.
• Proficiency with Salesforce, Looker, or other account planning/CRM tools.
• Comfortable working in a fast-paced, ambiguous startup environment.
• Self-starter who can determine when and how to involve others to get things completed.