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Customer Success Manager (EMEA)

BitGo
Frankfurt am Main, Germany; London, United Kingdom
Full time
Hybrid

Overview

Department

Customer Service

Job type

Full time

Compensation

Salary not specified

Location

Frankfurt am Main, Germany; London, United Kingdom

Company size

Mature [ 50+ employess ]

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BitGo is a leading infrastructure provider of digital asset solutions. As a Customer Success Manager, you'll partner with platform sales customers to ensure successful onboarding, integration, and scaling with BitGo's solutions.

Requirements

  • 4+ years of experience in account management, customer success, or a similar role within technology or financial services.
  • Proven ability to guide customers through complex technological or operational transitions, acting as a trusted consultant.
  • Strong analytical skills to interpret customer data and translate insights into actionable strategies.
  • Experience managing high-value customer portfolios ($2M+ ARR) and successfully driving expansion and renewal opportunities.
  • Ability to create structured success plans and track progress toward key business outcomes.
  • Excellent communication skills, capable of engaging with both executive leadership and technical stakeholders.
  • Strong problem-solving abilities, with a proactive mindset to anticipate challenges and present solutions.
  • Project management expertise, ensuring effective execution of initiatives that drive customer success.
  • Familiarity with the cryptocurrency ecosystem, trading, or digital asset custody is a plus.

    • Responsibilities

  • Serve as a dedicated advisor to platform and fintech clients, helping them navigate and optimize their use of BitGo’s offerings.
  • Build and maintain strong relationships with key stakeholders to ensure ongoing engagement and satisfaction.
  • Partner with clients to develop tailored success strategies, identifying goals and key performance indicators to track progress and maximize value.
  • Conduct regular check-ins to review customer progress, align on strategic objectives, and provide insights into relevant platform enhancements.
  • Utilize customer usage data to provide meaningful recommendations that drive adoption and ensure customers achieve their desired business outcomes.
  • Lead strategic business reviews with executive and technical stakeholders, offering guidance on best practices and expansion opportunities.
  • Collaborate closely with the Sales team to identify and execute opportunities for growth, including renewals and upsells.
  • Work with Solutions Engineering to ensure seamless onboarding and activation of new accounts, setting them up for long-term success.
  • Act as a bridge between customers and internal teams, translating feedback into actionable product improvements.
  • Proactively manage potential risks by monitoring customer health metrics, addressing challenges early, and mitigating churn.
  • Offer expert guidance on deployment strategies and best practices across various communication channels, including in-person meetings, video calls, and digital messaging platforms.

    • Benefits

  • Competitive base salary, bonus and stock options
  • 100% company paid health insurance for employee, partner and dependents
  • Up to 5% 401k company match
  • Paid parental leave, paid vacation
  • Free custom lunches, dinners and snacks
  • Computer equipment and workplace furniture to suit your needs
  • Great colleagues and inspiring startup environment
  • Benefits may vary based on location
    • Company
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