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BitGo (NYSE: BTGO) is a digital asset infrastructure company providing custody, wallets, staking, trading, financing, stablecoins, and settlement services. The company operates as a regulated trust bank and serves thousands of institutions, exchanges, and platforms globally.
As a Customer Success Manager based in Singapore, you will serve as a strategic advisor to institutional clients across the APAC region. You'll work closely with high-value customers (typically $1M+ ARR) to ensure they maximize their investment in BitGo's products and achieve their business objectives.
Key responsibilities include:
- Acting as a dedicated advisor to institutional clients, helping them optimize their use of BitGo's offerings
- Building and maintaining strong relationships with key stakeholders across the region
- Developing tailored success strategies with clients, identifying goals and KPIs to track progress
- Conducting regular strategic business reviews with executive and technical stakeholders
- Leveraging customer usage data to provide recommendations that drive adoption and business outcomes
- Identifying and executing growth opportunities including renewals and upsells in collaboration with Sales
- Working with Solutions Engineering to ensure seamless onboarding and activation of new accounts
- Acting as a bridge between customers and internal teams, translating feedback into product improvements
- Proactively managing customer health metrics and mitigating churn risk
- Providing expert guidance on deployment strategies and best practices through various communication channels
You'll be measured on renewal and expansion rates (GDR/NDR), customer engagement and platform adoption, churn reduction, and customer satisfaction (NPS scores).
REQUIREMENTS:
- 2+ years of experience in account management, customer success, or similar role in technology or financial services
- Proven ability to guide customers through complex technological or operational transitions as a trusted consultant
- Strong analytical skills to interpret customer data and translate insights into actionable strategies
- Experience managing high-value customer portfolios ($1M+ ARR) and driving expansion/renewal opportunities
- Ability to create structured success plans and track progress toward key business outcomes
- Excellent communication skills with both executive leadership and technical stakeholders
- Strong problem-solving abilities with proactive mindset to anticipate challenges
- Project management expertise to drive customer success initiatives
- Familiarity with cryptocurrency ecosystem, trading, or digital asset custody (preferred)
