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Client Success Specialist

2 months ago

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

About BitGo:
BitGo is a premier provider of digital asset financial services, dedicated to offering institutional investors comprehensive solutions for liquidity, custody, and security. Established in 2013, BitGo has been at the forefront of innovation, introducing the multi-signature wallet and focusing exclusively on institutional clients.

With a strong presence in both centralized and decentralized finance, BitGo delivers top-tier trading, lending, and borrowing services through its prime brokerage offerings. Additionally, BitGo serves as the custodian for WBTC, the leading global stablecoin for Bitcoin.

In 2020, BitGo expanded its offerings with the launch of BitGo Portfolio and Tax, providing clients with an all-encompassing solution for managing digital assets. The company also established BitGo Trust Company in 2018, the first qualified custodian specifically designed for the secure storage of digital assets. BitGo is responsible for processing approximately 20% of all global Bitcoin transactions and supports over 600 coins and tokens.

BitGo's robust security and operational framework supports more than 1500 institutional clients across 50 countries, including many regulated entities and the world’s 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 strong, enduring relationships with clients, serving as their primary contact.
  • Support: Provide prompt and effective support to resolve customer inquiries, issues, and requests, escalating when necessary to ensure swift resolution.
  • Product Education: Inform clients about the features and functionalities of our products/services, assisting them in maximizing their usage to achieve their objectives.
  • Customer Feedback: Collect and communicate customer feedback to internal teams to guide product development, marketing strategies, and enhance 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 advocating for customers and representing their interests with empathy.
• An entrepreneurial mindset with a strong sense of accountability for delivering results.
• Ability to manage competing priorities and demonstrate creative problem-solving skills.
• Excellent written and verbal communication abilities.
• Experience in the cryptocurrency trading and custody sectors is preferred.

Why BitGo?
Transforming an industry requires vision, innovation, passion, technical expertise, collaboration, and execution. We seek individuals who bring fresh perspectives and innovative problem-solving skills, and who are eager to be part of a team that is reshaping the financial markets.

Benefits:
• Competitive base salary, bonus, and stock options.
• Comprehensive health insurance coverage for employees, partners, and dependents.
• Up to 5% 401k company match.
• Paid parental leave and vacation time.
• Complimentary meals and snacks.
• Customized computer equipment and workplace furniture.
• A collaborative and inspiring startup environment.
• Benefits may vary based on location.

Cryptocurrencies represent one of the most significant transformations in the financial services industry in recent years. Be part of a team that is leading this change.

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