[Hiring] Customer Success Manager @BitGo

Role Description

Our 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. We are seeking a CSM based in Singapore who will nurture relationships with clients across the APAC region.

Responsibilities:

• 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.

Qualifications

• 2+ 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 ($1M+ 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.

Benefits

• Competitive base salary, bonus and Equity
• 100% company paid health insurance for employee, partner and dependents
• Paid parental leave, paid vacation
• Free custom lunches, dinners and snacks
• Computer equipment and workplace furniture to suit your needs
• Great colleagues and inspiring startup environment
• Benefits may vary based on location*