Customer Success Manager

As a Customer Success Manager at BitGo, you will work closely with institutional clients across the APAC region, delivering high-touch service to understand their business needs and ensure they maximize BitGo's suite of products. You'll serve as a strategic partner, using your industry expertise to help clients drive adoption, achieve their goals, and expand their investment with BitGo. You'll collaborate cross-functionally with Sales, Engineering, Product, and Support teams to enhance the customer experience and ensure long-term success.

What you'll do

• 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 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

What you bring

• 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, ensuring effective execution of initiatives that drive customer success

Nice to have

• Familiarity with the cryptocurrency ecosystem, trading, or digital asset custody

What we offer

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

About BitGo

BitGo (NYSE: BTGO) is the digital asset infrastructure company delivering custody, wallets, staking, trading, financing, stablecoins, and settlement services from regulated cold storage. Since 2013, BitGo has maintained a global presence and multiple regulated entities, including BitGo Bank & Trust, National Association, the first federally chartered digital asset trust bank owned by a publicly traded company. Today, BitGo serves thousands of institutions, including many of the industry's top brands, financial institutions, exchanges, and platforms, and millions of investors worldwide.