Customer Success Manager

About the role

You will own the end-to-end success of key enterprise clients at BitGo, acting as the primary strategic partner for our institutional customers. You will generate new revenue opportunities by identifying expansion paths within existing accounts and driving adoption of BitGo's full suite of digital asset solutions. The role requires you to develop and measure key performance indicators in the areas of efficiency, productivity, quality, and success of learning initiatives while providing reports as needed. You will use deep product and industry knowledge to achieve measurable results and develop innovative solutions that solve complex client problems. You will treat customer success as a product at BitGo, continuously improving and iterating on the internal and external customer experiences to drive satisfaction and growth. You will lead end-to-end project plans for critical initiatives and ensure the delivery of crucial success plans that align with client objectives. Finally, you will capture and summarize relevant data, suggesting improvements in the tools and techniques to help scale the team effectively.

Key facts

What you'll do

Develop and measure key performance indicators in the areas of efficiency, productivity, quality, and success of learning initiatives, providing reports as needed.

Use product and industry knowledge to achieve results and develop innovative solutions for complex client challenges.

Apply data to identify trends, promote key initiatives, and remove barriers to success across the client portfolio.

Treat customer success as a product at BitGo, driving continuous improvement and iteration of internal and external customer experiences.

Lead end-to-end project plans, coordinating cross-functional stakeholders to ensure the delivery of crucial success plans and timelines.

Capture and summarize relevant data from client engagements to inform strategic decisions and improvements.

Suggest improvements in tools and techniques that enable the team to scale operations and support a growing client base.

Scale the Success team by capitalizing on opportunities for increased efficiency and driving productivity plans that support sustainable growth.

Partner with sales, product, and operations teams to align on client goals and ensure seamless implementation of BitGo's solutions.

Champion client outcomes by translating business needs into actionable plans that enhance adoption and satisfaction.

Drive proactive engagement with clients to ensure they realize maximum value from BitGo's custody, wallets, staking, trading, financing, and settlement services.

Identify areas for process optimization and document best practices to improve team scalability and effectiveness.

Support the development of training and enablement materials to elevate the success of both internal teams and client organizations.

Act as the main point of contact for strategic clients, ensuring alignment with BitGo's operational backbone and institutional-grade security standards.

Requirements

You must possess a Bachelor's degree or equivalent practical experience, demonstrating a strong foundation in business, finance, or a related discipline.

You must have a proven track record of at least 3 years in a customer success, account management, or client-facing role within a B2B environment, preferably in the technology or financial services sector.

You must be proficient in using data analytics tools and methodologies to interpret trends, measure success, and drive decision-making for client programs.

You must have experience managing multiple high-priority projects simultaneously while maintaining attention to detail and meeting strict deadlines.

You must demonstrate excellent written and verbal communication skills, able to convey complex concepts to both technical and non-technical stakeholders.

You must be comfortable working in a fast-paced, dynamic environment where priorities evolve rapidly and adaptability is essential.

You must have strong problem-solving skills and the ability to navigate ambiguity to find practical and scalable solutions for clients.

You must be able to travel internationally on a regular basis, with a willingness to adhere to visa requirements and travel policies as outlined by BitGo.

You must be authorized to work in the United Kingdom or obtain the necessary work authorization to be employed in London, England, United Kingdom.

Practical notes

Hours: Full-time

Travel: Regular international travel required, with adherence to visa requirements and company policies.

Visa: Must be authorized to work in the United Kingdom or obtain necessary work authorization.

Deadlines: Must meet strict project delivery timelines in a fast-paced environment.