Senior Customer Success Manager - EcosystemNew York, United States

Senior Customer Success Manager - Ecosystem

BitGo is the leading infrastructure provider of digital asset solutions, delivering custody, wallets, staking, trading, financing, and settlement services from regulated cold storage. Since our founding in 2013, we have focused on enabling our 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, in the world.

At BitGo, our ecosystem clients are building the future of financefrom exchanges and fintech startups to the world's most innovative blockchain applications. As a Customer Success Manager dedicated to our platform sales customers, you'll act as a strategic partner to help them onboard successfully, integrate deeply, and scale confidently with our wallet and custody solutions. You will be their advocate, solution designer, and trusted advisorworking across Product, Sales, Engineering, and Support to drive long-term success and maximize value.

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.

Skills & Experience :

Performance Indicators :

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 :

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 $140,000 - $170,000 USD base salary. Equity, an annual performance bonus and the benefits outlined below are also a part of this role's package.