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Senior Customer Success Manager – Ecosystem
| Company | BitGo |
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| Location | New York, NY, USA |
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| Salary | $140000 – $170000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Senior |
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Requirements
- 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.
Responsibilities
- Serve as a dedicated advisor to platform and fintech 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.
Preferred Qualifications
- Familiarity with the cryptocurrency ecosystem, trading, or digital asset custody is a plus.
