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

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.

Responsibilities

• Enable Europe's leading Fintechs to deliver flawless investment experiences.
• Relationship Management: Take full ownership of day-to-day operational relationship management as a senior support counterpoint to Europe's top financial institutions in utilising Upvests 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:
• Your skillset will drive our mission to provide best in class support.
• 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 li

Benefits

Additional Information

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, Earlybird, 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.

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