Customer Success, Bitgo
Operations
$90-120k
+ Stock Options + Annual performance bonus
5 days a week in office
Digital asset financial services for instuitutions
Be an early applicant
Digital asset financial services for instuitutions
201-500 employees
Be an early applicant
$90-120k
+ Stock Options + Annual performance bonus
5 days a week in office
201-500 employees
Company mission
BitGo's mission is to deliver trust in digital assets.
Role
Who you are
- 1–3 years of experience in Customer Success Operations, Sales/Revenue Operations, or Business Operations within TradFi, SaaS, fintech, or crypto
- Familiarity with CS and CRM tools like Gainsight, Salesforce, Looker, Zendesk, or equivalent
- Strong analytical skills and comfort working with data to uncover trends, drive insights, and inform decisions
- Proficient in Excel/Google Sheets; experience with SQL, Python, or data visualization tools is a plus
- Detail-oriented and highly organized with a process improvement mindset
- Clear communicator with the ability to translate complexity into action for both internal and external stakeholders
- Self-starter who thrives in a fast-paced, cross-functional environment
- Interest in digital assets, blockchain, or financial technology is a strong advantage
What the job involves
- We’re looking for a Customer Success, Operations Associate to join our growing Customer Success team
- In this role, you’ll be the operational engine behind our high-performing CSMs, helping streamline processes, analyze customer data, and scale impact across our global client base
- You’ll work cross-functionally with Sales, Product, Engineering, and Support to improve the end-to-end customer experience and help drive retention, adoption, and growth
- Support the Customer Success team with data analysis, reporting, and operational workflows to drive customer outcomes
- Own and optimize key CS tools and systems (e.g., Gainsight, Salesforce, Looker), ensuring data integrity and usability for strategic decision-making
- Build and maintain dashboards to track key metrics like health scores, engagement, adoption, renewal/expansion opportunities, and churn risk
- Coordinate onboarding and enablement processes for new clients, ensuring timely handoffs and smooth transitions
- Partner with CSMs to create and maintain success plans, renewal playbooks, and account documentation
- Monitor customer lifecycle stages and trigger automated or manual interventions based on customer behavior and health indicators
- Collaborate with GTM and Product teams to surface customer insights and feedback that can shape roadmap priorities and product enhancements
- Manage internal knowledge bases, process documentation, and SOPs to ensure the CS team is equipped with the tools and information they need
- Identify and implement scalable improvements that enhance operational efficiency and customer impact
- Performance Indicators
- Accuracy, consistency, and completeness of customer data and reporting
- Time to onboard and enablement success for new customers
- Efficiency gains in CS workflows and processes
- Support in achieving team KPIs: GDR, NDR, adoption metrics, and churn reduction
Our take
The digital asset industry is maturing, with asset companies looking to shore up their positions by adding secure custody capabilities. This is good news for BitGo, an independent, regulated cryptocurrency custodian company providing security, custody, and liquidity solutions.
BitGo’s flagship multi-signature wallet solution helps its clients mitigate risk and optimize capital efficiency. The company has subsequently expanded to also cover a number of areas that are critical for any holder of major crypto assets - like portfolio and tax management. In this, BitGo was smart to focus exclusively on institutional clients: there’s huge appetite among larger players to expedite the mainstreaming of crypto, and they’ll need precisely BitGo’s tools to get there.
BitGo was in talks to be acquired by PayPal, and most recently Galaxy Digital, which speaks to a strong institutional confidence in the crypto wave. In spite of a rocky year for the digital assets (which now sees BitGo suing Galaxy Digital for pulling out of the acquisition deal), BitGo has manoeuvred itself into a central position to capitalize on what, now, seems a near-inevitable period of mass adoption. Exemplifying this, the BitGo Ventures wing of the company was launched in 2024 to partner with and invest in cutting edge blockchain and fintech startups.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-26% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Aug 2023
$100m
SERIES C
Oct 2018
$16m
SERIES B
Total funding: $170.5m
Company benefits
- Company-paid medical, dental, and vision plans
- Catered lunches, fresh snacks, and gourmet coffee
- Commuting made easy with company-paid Caltrain passes
- Competitive compensation, stock options, and 401k plan
- Top-end computer equipment to power your work
- Flexible vacation time
- Remote/hybrid friendly with physical location workspaces
Company HQ
Evergreen Park, Palo Alto, CA
Leadership
Mike Belshe
(CEO)Previously Director of Engineering at Good Technology, who went on to found Cookout Software - and then move to Google as a Software Engineer/Development Manager when the latter company bought out the startup. Has served as BitGo CEO for over a decade.
Ben Davenport
(Advisor)Has spent time as a Software Engineer at Microsoft, Google, and Facebook, and worked on algorithm development at Hudson River Trading. Additionally co-founded and led Beluga, a mobile group messaging solution that was ultimately bought by Facebook, and became Facebook Messenger.
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