VIP Account Manager

What is Packz?
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Packz is a best-in-class gamified collectibles platform. Open digital packs, get physical trading cards, and either have them shipped to your door or sell them back instantly. We are backed by some of the world’s best investors, including those who previously backed companies like DraftKings, StockX, and The Athletic.We have a small, elite team - this is an opportunity to join early as we build in a $100B+ category.The RoleWe are hiring our first dedicated VIP Account Manager at Packz.Our most engaged collectors are the heart of the platform, and they deserve someone in their corner who understands what they collect and why. You will manage a portfolio of our highest-value customers and be their direct line to Packz: the person they message to celebrate a big hit, the one who sorts it out when something goes wrong, and the advocate who brings their feedback into what we build next.This is not a reactive support role. You will work closely with the Product, Operations and CRM teams to grow retention and revenue and build out the VIP program.What You’ll DoGrow VIP retention and revenue through consistent, one-on-one contact over text and emailSpot what your VIPs need before they do, and turn what you know about each customer into proactive outreach, not just responsesIdentify and develop potential high-value customers before they reach VIP statusDeliver personalized rewards and messaging built around each customer’s reward preferences and collecting interestsAct as first-line support for your VIPs, taking ownership of every issue, routing it to the right team when needed, and following up until it’s resolvedMake the call on VIP issue resolution, including goodwill credits and exceptions within policyManage and test VIP perks and benefits to learn what actually drives loyaltyLead VIP event and physical gifting budget and strategy, from card show meetups to unexpected gifts that make customers feel valuedLog VIP product feedback and turn what you hear from customers into clear recommendations for product, inventory, and CRM teamsBring new high-value collectors to Packz through VIP referrals, card shows, breakers, status match initiatives and relationships across the hobby communityWhat We’re Looking For2+ years in a VIP, Customer Support, or Analytics role in collectibles, fantasy sports, or a similar high-engagement categoryGenuine interest in relationship-building, with a memory for the details that matter to each customer: their reward, communication, and collection preferencesAble to stay on top of a large book of customers while giving each one a personal experienceComfortable with data: you track how your book is performing and use the numbers to decide where to focusExperience managing budgets and making quick decisionsWillingness to work non-traditional hours and be available to respond to VIPs on weekends and holidays as neededComfort operating with high ownership and limited structure as an early hireSelf-starter, hard working, and willing to go the extra mileBased in New York or willing to relocateNice to HaveExisting relationships or connections with high-value collectors or within collecting communitiesStrong interest in cards or collectibles. Familiarity with CRM and marketing automation toolsExperience managing and tracking reinvestment spendPrior experience at an early-stage startup, where processes are still being built and no two days look the sameWhy Packz?Foundational ownership. You will be our first dedicated VIP Account Manager and have outsized influence on how Packz takes care of its best customers.High agency. There’s no playbook to follow yet. You’ll help identify what our VIPs need, shape the program, and see the impact directly.Category-defining product. Packz combines collectibles, gaming, and commerce, and our VIPs are at the center of it.Competitive compensation and benefits. $80,000 - $120,000 base salary, plus equity options, healthcare, vision, dental, 401(k), and $30 of DoorDash credit each for lunch and dinner every workday.Tight-knit, in-person team. xzbcwsv We work on-site in NYC and care deeply about speed, quality, and building great products together.