About the role
BitGo is the leading infrastructure provider of digital asset solutions, delivering custody, wallets, staking, trading, financing, and settlement services from regulated cold storage. Since our founding in 2013, we have focused on enabling our clients to securely navigate the digital asset space. With a global presence and multiple Trust companies, BitGo serves thousands of institutions, including many of the industry's top brands, exchanges, and platforms, and millions of retail investors worldwide. As the operational backbone of the digital economy, BitGo handles a significant portion of Bitcoin network transactions and is the largest independent digital asset custodian, and staking provider, in the world. For more information, visit www.bitgo.com . At BitGo, our fintech clients are building the future of finance—from Banks, Neo banks and fintech startups to the world’s most innovative blockchain applications. As a Customer Success Manager dedicated to our platform sales customers, you’ll act as a strategic partner to help them onboard successfully, integrate deeply, and scale confidently with our wallet and custody solutions. You will be their advocate, solution designer, and trusted advisor—working across Product, Sales, Engineering, and Support to drive long-term success and maximize value.
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 & Experience: 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. Performance Indicators: Renewal and expansion rates, including Gross Dollar Retention (GDR) and Net Dollar Retention (NDR). Growth in customer engagement, platform adoption, and usage. Reduction in churn and contraction through proactive success strategies. Customer satisfaction and advocacy, measured through feedback and NPS scores.