About the company
BitGo is the leader in digital asset financial services, providing institutional investors with liquidity, custody, and security solutions. Founded in 2013, BitGo pioneered the multi-signature wallet and is the first digital asset company to focus exclusively on serving institutional clients. Active in both centralized and decentralized finance, BitGo offers market leading trading, lending, and borrowing services through its prime brokerage services and acts as the custodian for WBTC, the leading global stablecoin for Bitcoin. In 2020, BitGo launched BitGo Portfolio and Tax, providing clients with a full-stack solution for digital assets. In 2018, it launched BitGo Trust Company, the first qualified custodian purpose-built for storing digital assets. BitGo processes approximately 20% of all global Bitcoin transactions, and supports over 600 coins and tokens. BitGo provides the security and operational backbone for more than 1500 institutional clients in 50 countries, including many regulated entities and the worldās top cryptocurrency exchanges and platforms. BitGo is backed by Goldman Sachs, Craft Ventures, Digital Currency Group, DRW, Galaxy Digital Ventures, Redpoint Ventures, and Valor Equity Partners.
Job Summary
Responsibilities
šSupport the Customer Success team with data analysis, reporting, and operational workflows to drive customer outcomes. šOwn and optimize key CS tools and systems (e.g., Gainsight, Salesforce, Looker), ensuring data integrity and usability for strategic decision-making. šBuild and maintain dashboards to track key metrics like health scores, engagement, adoption, renewal/expansion opportunities, and churn risk. šCoordinate onboarding and enablement processes for new clients, ensuring timely handoffs and smooth transitions. šPartner with CSMs to create and maintain success plans, renewal playbooks, and account documentation. šMonitor customer lifecycle stages and trigger automated or manual interventions based on customer behavior and health indicators. šCollaborate with GTM and Product teams to surface customer insights and feedback that can shape roadmap priorities and product enhancements. šManage internal knowledge bases, process documentation, and SOPs to ensure the CS team is equipped with the tools and information they need. šIdentify and implement scalable improvements that enhance operational efficiency and customer impact.
Skills & Experience
š1ā3 years of experience in Customer Success Operations, Sales/Revenue Operations, or Business Operations within TradFi, SaaS, fintech, or crypto. šFamiliarity with CS and CRM tools like Gainsight, Salesforce, Looker, Zendesk, or equivalent. šStrong analytical skills and comfort working with data to uncover trends, drive insights, and inform decisions. šProficient in Excel/Google Sheets; experience with SQL, Python, or data visualization tools is a plus. šDetail-oriented and highly organized with a process improvement mindset.
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