We're looking for a Key Account Managerto own relationships with our most valuable collectors and serve as their dedicated advocate inside the business. You'll manage a portfolio of key accounts end to end - anticipating needs before they become issues, resolving anything that does come up, and finding the moments that turn a high-spend customer into a lifelong one. This role blends relationship management, service recovery, and program building, and sits at the center of how we retain and grow our highest-value customers.

You'll report to the Director, Customer Experience,with flexibility to work from Santa Ana, CA, Jersey City, NJ, or remotely. We believe that there is significant value in in-person collaboration. If you live within a 1 hour commuting distance to one of our offices, you will be required to be onsite most of the time. This will be discussed further as part of the recruiting process.

Travel of up to 25% is required for this role within the United States.

What You'll Do:

• Own a portfolio of high-value accounts as their named point of contact, building durable relationships and a working understanding of each collector's goals and collecting habits

• Monitor account health — spend, engagement, and activity patterns — to flag churn risk early and act on growth opportunities

• Take escalations from intake to resolution, coordinating across Customer Care, Operations, Vault, Shipping, and Payments so premier collectors get one fast, definitive answer instead of a handoff chain

• Build and run the strategic client touchpoint calendar: onboarding, milestone recognition, early access, exclusive offers, and event invitations

• Partner with Growth and Retention on account tiering, perks, and program design, and measure what actually moves retention and spend

• Act as the internal voice of the key account holder, bringing forward friction points and feature requests with the data to prioritize them

• Report on portfolio performance to leadership, including retention, spend growth, and satisfaction, and keep account records current

Who You Are:

• Deep experience and familiarity with trading cards.

• Proven ability to manage relationships with multiple stakeholders, including external, and drive measurable business outcomes.

• Excellent communication, organization, and problem-solving skills.

• Proficient with Google Sheets / Microsoft Excel.

• 5+ years of experience in account management, client success, or key account management role.

Salary Range:

The salary range for this position is $125,000 - $147,000. Actual compensation on this range varies based on a variety of non-discriminatory factors, including location, job level, experience, and skill set. This role may be eligible for bonuses, commissions, or other forms of compensation, please ask your recruiter for details.

Reasons To Join Us:

• Health Insurance: All full-time employees are eligible to enroll in Medical, Dental, and Vision

• Additional Benefits: Full-time employees are eligible for fertility, commuter, and educational assistance benefits

• 401(K) Matching Plan: We are proud to offer a competitive 401k matching plan to our employees to support their future financial goals

• Vacation: All salaried employees are eligible for flexible time-off

• Holiday Pay: All regular, full-time employees are eligible for ten company paid holidays

• Employee Discounts: Employees receive discounts on select grading services for approved submissions

• Flexible Hours: Many of our teams offer flexible schedules with varying shifts and will work with you to accommodate your needs

• Fun Working Environment: Our team members are invited to participate in celebrations, holiday events, and team building activities

Candidates must be authorized to work in the United States.

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