Customer Success Manager

You will serve as a dedicated advisor to institutional clients, helping them optimize their use of BitGo offerings. You will build stakeholder relationships, develop success plans, monitor customer health, lead business reviews, and provide recommendations based on usage data. You will collaborate with Sales on renewals and upsells, support onboarding with Solutions Engineering, and translate customer feedback into product improvements.

Responsibilities

• Advise institutional clients on optimizing their use of BitGo offerings
• Build and maintain relationships with key client stakeholders
• Develop tailored customer success strategies, goals, and key performance indicators
• Conduct regular customer check-ins and strategic business reviews
• Use customer usage data to recommend actions that drive adoption
• Identify and execute renewal and upsell opportunities with Sales
• Support seamless onboarding and activation with Solutions Engineering
• Translate customer feedback into actionable product improvements
• Monitor customer health metrics, address challenges, and mitigate churn
• Provide guidance on deployment strategies and best practices

Requirements

• 2+ years of experience in account management, customer success, or a similar role in technology or financial services
• Ability to guide customers through complex technological or operational transitions
• Analytical ability to interpret customer data and develop actionable strategies
• Experience managing high-value customer portfolios of $1M+ ARR and driving expansion and renewals
• Ability to create structured success plans and track business outcomes
• Excellent communication skills with executive and technical stakeholders
• Problem-solving ability and a proactive approach to challenges
• Project management expertise

Benefits

• Bonus
• Equity
• 100% company-paid health insurance for employees, partners, and dependents
• Paid parental leave
• Paid vacation
• Free custom lunches, dinners, and snacks
• Computer equipment and workplace furniture