Senior Customer Success Manager, Bitgo
Institutional
$140-170k
Plus an annual bonus and stock options
5 days a week in office
Digital asset financial services for instuitutions
Open for applications
Digital asset financial services for instuitutions
201-500 employees
Open for applications
$140-170k
Plus an annual bonus and stock options
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
- 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
What the job involves
- Our Senior Customer Success Managers work closely with institutional clients and partners, delivering high-touch service to understand their business needs and ensure they are fully leveraging our suite of BitGo products
- As a strategic partner, you will use your industry expertise to help clients maximize their investment, drive adoption, and achieve their goals
- You’ll work cross-functionally with Sales, Engineering, Product, and Support teams to enhance the customer experience and ensure long-term success. Based in New York City
- 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
- 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
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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