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 robust communication skills with a genuine curiosity about user behaviour and a passion for crypto and Web3.
Key Responsibilities
Onboarding & User Support
• Guide new 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

📌 Relationship Manager (Bengaluru)
🏢 KoinBX
📍 Bengaluru