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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, ensuring they maximize value from BitGo's product suite. You will build and maintain strong relationships with key stakeholders, develop tailored success strategies aligned with client goals, and conduct regular strategic business reviews with executive and technical teams.
Key responsibilities include:
- Acting as a dedicated advisor to institutional clients, helping them optimize BitGo offerings
- Building and maintaining strong relationships with key stakeholders
- Developing tailored success strategies with identified KPIs to track progress
- Conducting regular check-ins to review progress and align on strategic objectives
- Leveraging customer usage data to provide recommendations that drive adoption
- Leading strategic business reviews with executives and technical stakeholders
- Collaborating with Sales to identify growth, renewal, and upsell opportunities
- Working with Solutions Engineering on seamless onboarding and activation
- Translating customer feedback into actionable product improvements
- Proactively managing customer health metrics and mitigating churn risk
- Providing expert guidance on deployment strategies across multiple communication channels
You will 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 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 execute initiatives that drive customer success
- Familiarity with cryptocurrency ecosystem, trading, or digital asset custody (preferred)
