Client Success Specialist

2 weeks ago

Palo Alto, California, United States BitGo, Inc. Full time

About BitGo:
BitGo is a leader in the realm of digital asset financial services, catering to institutional investors with comprehensive solutions for liquidity, custody, and security. Established in 2013, BitGo was the pioneer of the multi-signature wallet and remains the first digital asset firm dedicated solely to institutional clientele.

Active in both centralized and decentralized finance, BitGo provides premier trading, lending, and borrowing services through its prime brokerage offerings and serves as the custodian for WBTC, the foremost global stablecoin for Bitcoin.

In 2020, BitGo introduced BitGo Portfolio and Tax, delivering a complete solution for digital asset management. Additionally, in 2018, it launched BitGo Trust Company, the first qualified custodian specifically designed for the secure storage of digital assets. BitGo facilitates approximately 20% of all global Bitcoin transactions and supports over 600 coins and tokens.

BitGo underpins the security and operational framework for more than 1500 institutional clients across 50 countries, including numerous regulated entities and leading cryptocurrency exchanges and platforms.

Role Overview:
As a Customer Success Manager, you will collaborate closely with institutional clients and partners, delivering exceptional service to identify their business needs and ensure they are fully leveraging our suite of BitGo products.

Key Responsibilities:

  • Onboarding: Facilitate a seamless onboarding experience for new clients, ensuring they understand our products and services.
  • Relationship Management: Cultivate and sustain robust, long-term relationships with clients, serving as their primary contact.
  • Support: Provide prompt and effective assistance to address client inquiries, issues, and requests, escalating as necessary for swift resolution.
  • Product Education: Inform clients about the features and functionalities of our products/services, enabling them to maximize their usage and achieve their objectives.
  • Customer Feedback: Collect and communicate client feedback to internal teams to enhance product development, marketing strategies, and overall customer experience.

Qualifications:
Minimum of 2 years of experience in client-facing roles within the technology or finance sectors. A strong eagerness to learn and a curiosity about operational processes. A commitment to championing customer interests with empathy. An entrepreneurial mindset with accountability for delivering results. Proficiency in managing competing priorities and creative problem-solving skills. Excellent written and verbal communication abilities. Experience in cryptocurrency trading and custody is preferred.

Why BitGo?
Transforming an industry requires vision, innovation, passion, technical expertise, and collaborative execution. We seek individuals who contribute innovative thinking and problem-solving skills, ready to embrace the challenges of reshaping the financial markets.

Benefits:
Competitive base salary, performance bonuses, and stock options. Comprehensive health insurance coverage for employees, partners, and dependents. Up to 5% 401k company match. Paid parental leave and vacation. Complimentary meals and snacks. Customized computer equipment and office furniture. A dynamic and inspiring startup environment. Benefits may vary by location.

Compensation Transparency:
The compensation for this role typically ranges from $100,000 to $120,000 USD base salary, along with equity and an annual performance bonus.

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