About the Role

We are looking for a proactive and empathetic Relationship Manager to join our Relationship Marketing team at KoinBX. In this role, you will be the primary point of contact for our users throughout their lifecycle — from their very first sign-up and KYC verification to becoming confident, active traders on the platform.

You will own the end-to-end user onboarding experience, conduct user interviews to uncover pain points and feature needs, and serve as the voice of the customer to internal product and leadership teams. The ideal candidate combines strong communication skills with a genuine curiosity about user behaviour and a passion for crypto and Web3.

Key Responsibilities

Onboarding & User Support

- Guide current users through the complete onboarding journey — account creation, KYC verification, first deposit, and first trade — ensuring a smooth, friction-free experience.
- Proactively identify and resolve onboarding drop-offs by reaching out to stalled users via calls, emails, or in-app messages.
- Maintain a structured onboarding playbook and continuously update it based on user feedback and product changes.
- Track and report onboarding completion rates, time-to-first-trade, and other funnel metrics weekly.

User Research & Interviews
- Plan, schedule, and conduct structured user interviews (1-on-1 calls, surveys, feedback sessions) to deeply understand user pain points, motivations, and trading behaviour.
- Synthesize qualitative and quantitative user insights into actionable reports for the Product, Design, and Engineering teams.
- Build and maintain a user research repository — tagging insights by theme (e.g., UX friction, feature requests, trust concerns, pricing feedback).
- Recruit and manage a panel of power users and early adopters for ongoing beta testing and feedback loops.

Relationship Marketing & Retention




- Design and execute lifecycle campaigns (welcome sequences, re-engagement, milestone celebrations) in coordination with the Marketing team.
- Segment the user base by activity level, trading volume, and engagement score to personalise outreach and retention strategies.
- Own NPS, CSAT, and user health score tracking; flag at-risk cohorts and implement targeted win-back initiatives.
- Drive referral program adoption and community engagement by nurturing relationships with high-value and high-influence users.

Internal Communication & Advocacy
- Act as the "Voice of the Customer" — regularly present user insights, recurring complaints, and feature requests to the Product Manager, Design Lead, and senior leadership.
- Collaborate with the Customer Support team to escalate systemic issues and close the loop on user-reported bugs.
- Prepare weekly and monthly user sentiment reports with clear, data-backed recommendations for cross-functional stakeholders.
- Partner with Marketing on user testimonials, case studies, and community content by identifying and nurturing brand advocates.

Required Qualifications

- 2–5 years of experience in Relationship Management, Customer Success, Account Management, or User Research — preferably in a fintech, crypto, or high-growth product company.
- Demonstrated experience in conducting user interviews, surveys, and qualitative research.
- Strong written and verbal communication skills in English; proficiency in Hindi is must and other regional languages is a plus.
- Empathetic, patient,



and user-first mindset — you genuinely enjoy helping people solve problems.
- Analytical thinking: comfort with data, funnels, and metrics (onboarding rates, NPS, CSAT, retention cohorts).
- Self-starter who thrives in a fast-paced, ambiguous startup environment with minimal hand-holding.

Preferred Qualifications

- Prior experience in the cryptocurrency, blockchain, or Web3 industry.
- Familiarity with CRM tools (HubSpot, Freshdesk, Intercom, or similar) and engagement platforms (CleverTap, MoEngage, or similar).
- Background in UX research methodologies (jobs-to-be-done, usability testing, journey mapping).
- Experience with lifecycle marketing tools and campaign design.
- Familiarity with Indian regulatory context for crypto — KYC/AML flows, FIU-IND compliance, VDA taxation basics.
- Bachelor's degree in Business, Marketing, Communications, Psychology, or a related field.

Key Competencies

- Empathy & Active Listening — Ability to make users feel heard and translate emotions into structured insights.
- Ownership & Accountability — Takes full ownership of user outcomes from first touch to resolution.
- Cross-Functional Collaboration — Works seamlessly with Product, Design, Engineering, Support, and Marketing.
- Data-Informed Storytelling — Turns raw feedback and numbers into compelling narratives that drive action.
- Adaptability — Comfortable navigating shifting priorities in a rapid-moving crypto startup.
- Problem Solving — Identifies root causes rather than surface symptoms; proposes solutions, not just escalations.

What We Offer

- Competitive salary with performance-based incentives.
- Front-row seat in one of India's fastest-growing crypto exchanges.
- Direct impact on user experience and product roadmap — your insights shape what we build.
- A collaborative, transparent, and low-ego team culture.

📌 Relationship Manager (Bengaluru)
🏢 KoinBX
📍 Bengaluru