Customer Success Manager

• Serve as a dedicated advisor to institutional clients, helping them navigate and optimize their use of BitGo’s offerings
• Build and maintain strong relationships with key stakeholders
• Develop tailored success strategies, identifying goals and key performance indicators
• Conduct regular check-ins to review customer progress and provide insights into platform enhancements
• Use customer usage data to drive adoption and business outcomes
• Lead strategic business reviews with executive and technical stakeholders
• Collaborate with Sales on renewals and upsells
• Work with Solutions Engineering on onboarding and activation of new accounts
• Translate customer feedback into actionable product improvements
• Monitor customer health metrics, address challenges early, and mitigate churn
• Provide guidance on deployment strategies and best practices across in-person meetings, video calls, and digital messaging platforms
• Track performance indicators including retention, adoption, churn, satisfaction, and NPS

• 2+ 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 ($1M+ 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
• Familiarity with the cryptocurrency ecosystem, trading, or digital asset custody is a plus

• Competitive base salary, bonus and Equity
• 100% company paid health insurance for employee, partner and dependents
• Paid parental leave
• Paid vacation
• Free custom lunches, dinners and snacks
• Computer equipment and workplace furniture to suit your needs
• Benefits may vary based on location