Senior Customer Success Manager - Fintech

BitGo is the leading infrastructure provider of digital asset solutions, delivering custody, wallets, staking, trading, financing, and settlement services from regulated cold storage. Since its founding in 2013, BitGo has focused on enabling clients to securely navigate the digital asset space. With a global presence and multiple Trust companies, BitGo serves thousands of institutions, including many of the industry's top brands, exchanges, and platforms, and millions of retail investors worldwide. As the operational backbone of the digital economy, BitGo handles a significant portion of Bitcoin network transactions and is the largest independent digital asset custodian and staking provider. At BitGo, our fintech clients are building the future of finance—from Banks, Neo banks and fintech startups to the world’s most innovative blockchain applications.

- 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.

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

- Competitive salary between $140,000 - $170,000 USD based on leveling and location. - Equity and an annual performance bonus included in the compensation package. - Comprehensive benefits outlined by the company.

BitGo is a digital asset infrastructure company providing regulated custody, wallets, staking, trading, OTC services, financing, settlement, and stablecoins for institutional clients. It supports thousands of clients across over 100 countries, manages over $100 billion in assets, and operates as a publicly traded company on the NYSE under ticker BTGO since 2026. The company pioneered multi-signature wallets and focuses on secure, scalable solutions for the digital asset economy.