Summary

Our Customer Success Managers work closely with institutional clients and partners, delivering high-touch service to understand their business needs and ensure they are fully leveraging our suite of BitGo products. As a strategic partner, you will use your industry expertise to help clients maximize their investment, drive adoption, and achieve their goals. You’ll work cross-functionally with Sales, Engineering, Product, and Support teams to enhance the customer experience and ensure long-term success. We are seeking a CSM based in Japan who will nurture relationships with clients across the APAC region.

BASED IN JAPAN

Responsibilities:

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

Skills & Experience:

1. 3+ years of experience in account management, customer success, or a similar role within technology or financial services.
2. Proven ability to guide customers through complex technological or operational transitions, acting as a trusted consultant.
3. Strong analytical skills to interpret customer data and translate insights into actionable strategies.
4. Experience managing high-value customer portfolios ($1M+ ARR) and successfully driving expansion and renewal opportunities.
5. Ability to create structured success plans and track progress toward key business outcomes.
6. Excellent communication skills, capable of engaging with both executive leadership and technical stakeholders.
7. Strong problem-solving abilities, with a proactive mindset to anticipate challenges and present solutions.
8. Project management expertise, ensuring effective execution of initiatives that drive customer success.
9. Familiarity with the cryptocurrency ecosystem, trading, or digital asset custody is a plus.

Performance Indicators:

1. Renewal and expansion rates, including Gross Dollar Retention (GDR) and Net Dollar Retention (NDR).
2. Growth in customer engagement, platform adoption, and usage.
3. Reduction in churn and contraction through proactive success strategies.
4. Customer satisfaction and advocacy, measured through feedback and NPS scores.

Skills

• Analytical Thinking
• Communications Skills
• Leadership
• Problem Solving
• Strategic Thinking
• Team Collaboration