Customer Success Manager

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

📋 Description

• Act as a dedicated advisor for institutional clients, assisting them in navigating and maximizing their use of BitGo’s services.

• Establish and nurture strong relationships with key stakeholders.

• Craft customized success strategies, setting goals and key performance indicators.

• Conduct regular check-ins to assess customer progress and offer insights on platform enhancements.

• Leverage customer usage data to promote adoption and achieve business outcomes.

• Lead strategic business reviews with both executive and technical stakeholders.

• Partner with the Sales team on renewals and upsell opportunities.

• Collaborate with Solutions Engineering to onboard and activate new accounts.

• Convert customer feedback into actionable product enhancements.

• Monitor customer health metrics, proactively address challenges, and reduce churn.

• Offer guidance on deployment strategies and best practices through in-person meetings, video calls, and digital messaging platforms.

• Track performance indicators such as retention, adoption, churn, satisfaction, and NPS.

⛳️ Requirements

• Minimum of 2 years of experience in account management, customer success, or a related role within the technology or financial services sectors.

• Demonstrated ability to guide customers through complex technological or operational changes, serving as a trusted consultant.

• Strong analytical abilities to interpret customer data and convert insights into actionable strategies.

• Experience managing high-value customer portfolios (over $1M ARR) and successfully driving expansion and renewal initiatives.

• Capability to develop structured success plans and monitor progress toward key business objectives.

• Exceptional communication skills, able to engage effectively with both executive leadership and technical stakeholders.

• Strong problem-solving skills, with a proactive approach to anticipating challenges and proposing solutions.

• Expertise in project management.

• Familiarity with the cryptocurrency ecosystem, trading, or digital asset custody is a plus.

🏝️ Benefits

• Competitive base salary, bonus, and equity options.

• 100% company-paid health insurance for employees, partners, and dependents.

• Paid parental leave.

• Paid vacation time.

• Complimentary custom lunches, dinners, and snacks.

• Provision of computer equipment and workplace furniture tailored to your needs.

• Benefits may vary depending on location.