Client Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary day-to-day contact for a designated group of trading and payments clients.

• Maintain consistent communication to comprehend client requirements and ensure they derive value from Bakkt’s products and services.

• Assist in the preparation and execution of quarterly business reviews.

• Facilitate client onboarding sessions and guide them through setup and adoption processes.

• Deliver user training and conduct regular progress check-ins.

• Proactively address client concerns to help mitigate churn.

• Showcase product return on investment through comprehensive reports in collaboration with the Data & Analytics team.

• Work alongside sales and onboarding teams during the client transition process.

• Relay client feedback to product teams to inform feature development and enhancements.

• Coordinate with support teams to promptly and consistently resolve client issues.

• Build and maintain client relationships, fostering trust and advocating for clients within the organization.

• Align client business objectives with Bakkt’s offerings by creating customized success plans.

• Monitor client usage and health metrics, analyze KPIs, and pinpoint issues or opportunities.

• Manage escalations and advocate for client interests in product and service decision-making.

• Identify opportunities for upselling and cross-selling and assist in renewals by demonstrating ongoing value.

• Stay updated on industry trends, product enhancements, and competitive offerings.

⛳️ Requirements

• A strong passion for and interest in the digital asset and/or payments industries, along with Bakkt’s product/solution offerings.

• 2–3 years of experience in client success management or a similar client-facing role, or a keen interest in pursuing a career in client success.

• Experience in a startup environment is a plus.

• Familiarity with digital asset and traditional market infrastructure, including trading, clearing, and settlement, is preferred.

• Exceptional communication, collaboration, and interpersonal skills.

• An analytical mindset with the ability to synthesize complex data and make informed, data-driven decisions.

• Strong organizational and time management skills; capable of prioritizing and managing multiple projects simultaneously.

• Experience working in a startup and within cross-functional teams.

• Proficient in using client success management and AI tools such as Claude, HubSpot, Jira, Excel, Word, and PowerPoint.

• Must successfully complete a post-offer background check and drug screening.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible work environment promoting work-life balance.

• Access to cutting-edge technology and tools.