Customer Success Manager

BitGo is a publicly traded digital asset infrastructure company that has been pioneering institutional-grade custody and financial services since 2013. The company operates multiple regulated entities, including BitGo Bank & Trust, the first federally chartered digital asset trust bank owned by a publicly traded company. BitGo serves thousands of institutional clients, financial institutions, exchanges, and millions of investors worldwide through a comprehensive suite of products including custody, wallets, staking, trading, financing, and settlement services.

As the cryptocurrency and digital asset sector continues to expand at a rapid pace, BitGo is building out its customer-focused operations to support growing institutional demand across key regions. The company is looking for experienced professionals who understand both the technical and business dimensions of digital assets to help clients succeed.

What you'll do

• Serve as a trusted advisor to institutional clients, guiding them through the full breadth of BitGo's products and helping them optimize their usage to achieve business objectives.

• Develop customized success strategies with clients by identifying their goals, establishing key performance indicators, and regularly monitoring progress against agreed milestones.

• Conduct periodic business reviews with client stakeholders at all levels, presenting actionable insights on platform usage data and recommending expansion opportunities and best practices.

• Identify growth opportunities within your client portfolio by analyzing renewal timelines, contract value, and expansion potential, working closely with the Sales team to execute expansion and renewal initiatives.

• Monitor customer health metrics proactively, address emerging challenges before they escalate, and implement retention strategies to minimize churn and contraction.

• Collaborate with Solutions Engineering and Support teams to ensure new client onboarding is seamless and clients achieve successful activation within agreed timeframes.

• Translate customer feedback and pain points into actionable insights for internal teams, acting as the voice of the customer to drive product improvements.

What you'll bring

• At least 2 years of account management, customer success, or similar experience in technology or financial services sectors.

• Demonstrated success managing high-value customer relationships with annual recurring revenue of 1 million dollars or more, including track records of driving renewal and expansion.

• Strong analytical capabilities with the ability to interpret customer usage data, identify patterns, and develop data-driven success strategies.

• Proven ability to guide enterprise clients through complex technical or operational transformations, functioning as a strategic business consultant.

• Excellent communication skills capable of engaging effectively with C-suite executives, technical stakeholders, and operations teams across different formats and settings.

• Project management experience with the ability to coordinate cross-functional initiatives and ensure successful execution of customer success programs.

• Proactive problem-solving mindset with the ability to anticipate customer challenges and propose solutions before issues impact business outcomes.

Nice to have

• Familiarity with the cryptocurrency ecosystem, blockchain technology, or digital asset custody and trading concepts.

What they offer

• Competitive salary, performance bonus, and equity compensation.

• Comprehensive health insurance fully covered by the company for employee, partner, and dependents.

• Paid parental leave and paid vacation time.

• Free meals including custom lunches, dinners, and snacks.

• Fully equipped home office setup with computer equipment and furniture.