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Customer Success, Operations

BitGo
Singapore
Full time
On site

Overview

Department

Operations

Job type

Full time

Compensation

Salary not specified

Location

Singapore, Southeast Asia

Company size

Mature [ 50+ employess ]

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BitGo seeks a Customer Success, Operations Associate to streamline processes, analyze customer data, and scale impact across its global client base. This role involves cross-functional collaboration to improve customer experience and drive growth.

Requirements

  • 1–3 years of experience in Customer Success Operations, Sales/Revenue Operations, or Business Operations within TradFi, SaaS, fintech, or crypto.
  • Familiarity with CS and CRM tools like Gainsight, Salesforce, Looker, Zendesk, or equivalent.
  • Strong analytical skills and comfort working with data to uncover trends, drive insights, and inform decisions.
  • Proficient in Excel/Google Sheets; experience with SQL, Python, or data visualization tools is a plus.
  • Detail-oriented and highly organized with a process improvement mindset.
  • Clear communicator with the ability to translate complexity into action for both internal and external stakeholders.
  • Self-starter who thrives in a fast-paced, cross-functional environment.
  • Interest in digital assets, blockchain, or financial technology is a strong advantage.

    • Responsibilities

  • Support the Customer Success team with data analysis, reporting, and operational workflows to drive customer outcomes.
  • Own and optimize key CS tools and systems (e.g., Gainsight, Salesforce, Looker), ensuring data integrity and usability for strategic decision-making.
  • Build and maintain dashboards to track key metrics like health scores, engagement, adoption, renewal/expansion opportunities, and churn risk.
  • Coordinate onboarding and enablement processes for new clients, ensuring timely handoffs and smooth transitions.
  • Partner with CSMs to create and maintain success plans, renewal playbooks, and account documentation.
  • Monitor customer lifecycle stages and trigger automated or manual interventions based on customer behavior and health indicators.
  • Collaborate with GTM and Product teams to surface customer insights and feedback that can shape roadmap priorities and product enhancements.
  • Manage internal knowledge bases, process documentation, and SOPs to ensure the CS team is equipped with the tools and information they need.
  • Identify and implement scalable improvements that enhance operational efficiency and customer impact.

    • Benefits

  • Competitive base salary, bonus and stock options
  • 100% company paid health insurance for employee, partner and dependents
  • 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
    • Company
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