Customer Success, Operations
Customer Success, Operations
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Job Description
BitGo is the leading infrastructure provider of digital asset solutions delivering custody wallets staking trading financing and settlement services from regulated cold storage. Since our founding in 2013 we have focused on enabling our clients to securely navigate the digital asset space. With a global presence and multiple Trust companies BitGo serves thousands of institutions including many of the industrys top brands exchanges and platforms and millions of retail investors worldwide. As the operational backbone of the digital economy BitGo handles a significant portion of Bitcoin network transactions and is the largest independent digital asset custodian and staking provider in the world. For more information visit.
Were looking for a Customer Success Operations Associate to join our growing Customer Success this role youll be the operational engine behind our high-performing CSMs helping streamline processes analyze customer data and scale impact across our global client base. Youll work cross-functionally with Sales Product Engineering and Support to improve the end-to-end customer experience and help drive retention adoption and growth.
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.
Skills & Experience
13 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.
Performance Indicators
Accuracy consistency and completeness of customer data and reporting.
Time to onboard and enablement success for new customers.
Efficiency gains in CS workflows and processes.
Support in achieving team KPIs: GDR NDR adoption metrics and churn reduction.
Why Join BitGo
Disrupting an industry takes vision innovation passion technical chops drive to deliver collaboration and execution. Join a team of great people who strive for excellence and personify our corporate values of ownership craftsmanship and open communication. We are looking for new colleagues who bring innovative ways of thinking and problem solving and who want risks to be part of the team that changes the worlds financial markets.
Here are some of the benefits of working at BitGo:
- 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
- Benefits may vary based on location*
Cryptocurrencies are the most disruptive change the financial services industry has seen in years. Join us and youll be able to look back and say you were part of the team that transformed investing.
Employment Type
Full Time
