Senior Customer Success Manager - Ecosystem at BitGo

New York, New York, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Blockchain, FinTech, Digital AssetsIndustries

Requirements

4+ years of experience in account management, customer success, or a similar role within technology or financial services
Proven ability to guide customers through complex technological or operational transitions, acting as a trusted consultant
Strong analytical skills to interpret customer data and translate insights into actionable strategies
Experience managing high-value customer portfolios ($2M+ ARR) and successfully driving expansion and renewal opportunities
Ability to create structured success plans and track progress toward key business outcomes
Excellent communication skills, capable of engaging with both executive leadership and technical stakeholders
Strong problem-solving abilities, with a proactive mindset to anticipate challenges and present solutions
Project management expertise, ensuring effective execution of initiatives that drive customer success
Familiarity with the cryptocurrency ecosystem, trading, or digital asset custody is a plus

Responsibilities

Serve as a dedicated advisor to platform and fintech clients, helping them navigate and optimize their use of BitGo’s offerings
Build and maintain strong relationships with key stakeholders to ensure ongoing engagement and satisfaction
Partner with clients to develop tailored success strategies, identifying goals and key performance indicators to track progress and maximize value
Conduct regular check-ins to review customer progress, align on strategic objectives, and provide insights into relevant platform enhancements
Utilize customer usage data to provide meaningful recommendations that drive adoption and ensure customers achieve their desired business outcomes
Lead strategic business reviews with executive and technical stakeholders, offering guidance on best practices and expansion opportunities
Collaborate closely with the Sales team to identify and execute opportunities for growth, including renewals and upsells
Work with Solutions Engineering to ensure seamless onboarding and activation of new accounts, setting them up for long-term success
Act as a bridge between customers and internal teams, translating feedback into actionable product improvements
Proactively manage potential risks by monitoring customer health metrics, addressing challenges early, and mitigating churn
Offer expert guidance on deployment strategies and best practices across various communication channels, including in-person meetings, video calls, and digital messaging platforms

Skills

Customer Success

Account Management

Stakeholder Relationships

Success Strategies

KPI Tracking

Customer Onboarding

Usage Data Analysis

Product Adoption

Wallet Integration

Custody Solutions

BitGo

Custodial services for digital assets

About BitGo

BitGo provides secure and efficient solutions for institutional clients in the digital currency market, focusing on cryptocurrencies like Bitcoin. The company offers custodial services to securely store digital assets, multi-signature wallets that require multiple approvals for transactions, and APIs that allow clients to integrate these services into their platforms. BitGo also provides staking services, enabling clients to earn rewards by validating transactions on blockchain networks. Unlike many competitors, BitGo emphasizes compliance with regulatory requirements, such as the FATF Travel Rule, ensuring that clients can navigate the complexities of the digital currency market safely. The goal of BitGo is to support institutional investors by offering reliable and compliant services that enhance the security and management of digital assets.

Palo Alto, CaliforniaHeadquarters

2013Year Founded

$165.8MTotal Funding

SERIES_CCompany Stage

Crypto & Web3, Financial ServicesIndustries

201-500Employees