Customer Success Manager

BitGo is the leader in digital asset financial services, providing institutional investors with liquidity, custody, and security solutions. Founded in 2013, BitGo pioneered the multi-signature wallet and is the first digital asset company to focus exclusively on serving institutional clients.  Active in both centralized and decentralized finance, BitGo offers market leading trading, lending, and borrowing services through its prime brokerage services and acts as the custodian for WBTC, the leading global stablecoin for Bitcoin. In 2020, BitGo launched BitGo Portfolio and Tax, providing clients with a full-stack solution for digital assets. In 2018, it launched BitGo Trust Company, the first qualified custodian purpose-built for storing digital assets. BitGo processes approximately 20% of all global Bitcoin transactions, and supports over 600 coins and tokens. BitGo provides the security and operational backbone for more than 1500 institutional clients in 50 countries, including many regulated entities and the world’s top cryptocurrency exchanges and platforms.  BitGo is backed by Goldman Sachs, Craft Ventures, Digital Currency Group, DRW, Galaxy Digital Ventures, Redpoint Ventures, and Valor Equity Partners.

Our Customer Success Managers work closely with institutional clients and partners providing white glove service in discovering their business needs ensuring they are optimizing our suite of BitGo products. 

Responsibilities:

• Guide new customers through the onboarding process, ensuring a smooth transition and understanding of our products/services.
• Customer Onboarding: Guide new customers through the onboarding process, ensuring a smooth transition and understanding of our products/services.
• Relationship Management: Develop and maintain strong, long-lasting relationships with clients, acting as their primary point of contact.
• Support: Provide timely and effective support to address customer inquiries, issues, and requests, escalating as needed to ensure prompt resolution.
• Product Education: Educate customers on the features and capabilities of our products/services, helping them to maximize their usage and achieve their goals.
• Customer Feedback: Gather and relay customer feedback to internal teams to inform product development, marketing strategies, and overall customer experience enhancements.

Skills & Experience:

• At least 2+ years of experience with hands-on client facing roles in the technology or finance sectors
• Strong desire to learn, curiosity to understand how things work
• Motivation to be a champion of customers and represent their voice with empathy
• Entrepreneurial approach to owning responsibilities with strong accountability to delivering outcomes
• Ability to handle conflicting priorities, creative problem solving skills
• Strong written and verbal communication skills
• Experience in the cryptocurrency trading, custody space preferred

Why Join BitGo?

Disrupting an industry takes vision, innovation, passion, technical chops, drive to deliver, collaboration, and execution. Join a team of great people who strive for excellence and personify our corporate values of ownership, craftsmanship, and open communication. We are looking for new colleagues who bring innovative ways of thinking and problem solving, and who want risks to be part of the team that changes the world’s financial markets.

Here are some of the benefits of working at BitGo:

• Competitive base salary, bonus and stock options
• 100% company paid health insurance for employee, partner and dependents
• Up to 5% 401k company match
• 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 

Cryptocurrencies are the most disruptive change the financial services industry has seen in years. Join us and you’ll be able to look back and say you were part of the team that transformed investing.

Pay Transparency Notice: Depending upon your leveling and location, the compensation for this role averages between $100,000 - $120,000 USD base salary. Equity, an annual performance bonus and the benefits outlined below are also a part of this role's package.