Customer Success Manager (EMEA)

About this role

<div class="content-intro"><p>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 industry's 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 <a class="c-link" href="http://www.bitgo.com/" target="_blank" data-stringify-link="http://www.bitgo.com" data-sk="tooltip_parent">www.bitgo.com</a>.</p></div><p><span style="font-weight: 400; font-family: helvetica, arial, sans-serif;">BitGo is the leader in custody and security solutions and is the largest independent digital asset custodian in the world. Founded in 2013, BitGo is the first digital asset company to focus exclusively on serving institutional clients. In 2018, it launched BitGo Trust Company, the first qualified custodian purpose-built for storing digital assets and established BitGo New York Trust in 2021. BitGo also offers market leading trading, lending, and borrowing services and supports over 500 digital assets on its platform. BitGo provides the security and operational backbone for more than 700 institutional clients in 50 countries, including many of the world’s top cryptocurrency exchanges and platforms.</span></p> <p><span style="font-weight: 400; font-family: helvetica, arial, sans-serif;">We are seeking a Customer Success who will be responsible for generating new revenue opportunities and driving the strategy of our client relationships, improving the adoption and successful implementation of our solutions and services.</span></p> <h3><span style="font-family: helvetica, arial, sans-serif;"><strong>Responsibilities:</strong></span></h3> <ul> <li style="font-weight: 400; line-height: 1; font-family: helvetica, arial, sans-serif;"> <p><span style="font-weight: 400; font-family: helvetica, arial, sans-serif;">Develop and measure key performance indicators in the areas of efficiency, productivity, quality, and success of learning initiatives. Provide reports as needed.</span></p> </li> <li style="font-weight: 400; line-height: 1; font-family: helvetica, arial, sans-serif;"> <p><span style="font-weight: 400; font-family: helvetica, arial, sans-serif;">Use product and industry knowledge to achieve results and develop innovative solutions.</span></p> </li> <li style="font-weight: 400; line-height: 1; font-family: helvetica, arial, sans-serif;"> <p><span style="font-weight: 400; font-family: helvetica, arial, sans-serif;">Apply data to identify trends, promote key initiatives and remove barriers to success.</span></p> </li> <li style="font-weight: 400; line-height: 1; font-family: helvetica, arial, sans-serif;"> <p><span style="font-weight: 400; font-family: helvetica, arial, sans-serif;">Treat customer success as a product at BitGo, improving and iterating on the internal and external customer experiences.</span></p> </li> <li style="font-weight: 400; line-height: 1; font-family: helvetica, arial, sans-serif;"> <p><span style="font-weight: 400; font-family: helvetica, arial, sans-serif;">Lead end-to-end project plans and ensure delivery of crucial success plans.</span></p> </li> <li style="font-weight: 400; line-height: 1; font-family: helvetica, arial, sans-serif;"> <p><span style="font-weight: 400; font-family: helvetica, arial, sans-serif;">Capture and summarize relevant data, suggesting improvements in the tools and techniques to help scale the team.</span></p> </li> <li style="font-weight: 400; line-height: 1; font-family: helvetica, arial, sans-serif;"> <p><span style="font-weight: 400; font-family: helvetica, arial, sans-serif;">Scale the Success team by capitalizing on opportunities for increased efficiency, driving productivity plans.</span></p> </li> </ul> <h3><span style="font-family: helvetica, arial, sans-serif;"><strong>Requirements:</strong></span></h3> <ul> <li style="font-weight: 400; font-family: helvetica, arial, sans-serif;"> <p><span style="font-weight: 400; font-family: helvetica, arial, sans-serif;">6+ years of work experience Customer success and GTM.</span></p> </li> <li style="font-weight: 400; font-family: helvetica, arial, sans-serif;"> <p><span style="font-weight: 400; font-family: helvetica, arial, sans-serif;">Past project management experience.</span></p> </li> <li style="font-weight: 400; font-family: helvetica, arial, sans-serif;"> <p><span style="font-weight: 400; font-family: helvetica, arial, sans-serif;">Multi-channel leadership experience.</span></p> </li> <li style="font-weight: 400; font-family: helvetica, arial, sans-serif;"> <p><span style="font-weight: 400; font-family: helvetica, arial,…