Customer Success Manager (Japan)

BitGo is the leading infrastructure provider of digital asset solutions, and they are seeking a Customer Success Manager to work closely with institutional clients. This role involves delivering high-touch service, helping clients maximize their investment in BitGo products, and ensuring long-term success through strategic partnerships and collaboration with internal teams.

Responsibilities:

• Serve as a dedicated advisor to institutional 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

Requirements:

• 3+ 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 ($1M+ 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