Senior Customer Success Manager

Responsibilities

• Serve as a dedicated strategic advisor to platform and fintech clients, helping them optimize their use of BitGo’s wallet and custody solutions.
• Build and maintain strong relationships with key stakeholders to ensure long-term engagement and satisfaction.
• Develop tailored success strategies and track key performance indicators to maximize customer value.
• Lead strategic business reviews with executive and technical stakeholders to provide guidance on best practices and expansion opportunities.
• Collaborate with Sales to identify growth opportunities, including renewals and upsells.
• Partner with Solutions Engineering to ensure seamless onboarding and activation of new accounts.
• Act as a bridge between customers and internal Product and Engineering teams to translate feedback into actionable improvements.
• Proactively manage customer health metrics to mitigate churn and address challenges early.

Requirements

• 4+ years of experience in account management, customer success, or a similar role within technology or financial services.
• Proven experience managing high-value customer portfolios of $2M+ ARR.
• Strong analytical skills with the ability to interpret customer data and translate insights into actionable strategies.
• Excellent communication skills, with the ability to engage both executive leadership and technical stakeholders.
• Strong project management expertise to ensure effective execution of customer success initiatives.
• Proven ability to guide customers through complex technological or operational transitions.

Preferred Qualifications

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

Benefits

• Competitive base salary, bonus, and stock options.
• 100% company-paid health insurance for employees, partners, and dependents.
• Up to 4% 401k company match.
• Paid parental leave and paid vacation.
• Free custom lunches, dinners, and snacks.
• Computer equipment and workplace furniture tailored to your needs.

About the Company

BitGo is the leading infrastructure provider of digital asset solutions, delivering custody, wallets, staking, trading, financing, and settlement services from regulated cold storage. As the operational backbone of the digital economy, BitGo serves thousands of institutions, including top brands, exchanges, and platforms, helping them securely navigate the digital asset space.