Customer Success, Operations

Job Description

BitGo is seeking a Customer Success, Operations Associate to join their Customer Success team. The successful candidate will be the operational engine, helping streamline processes, analyze customer data, and scale impact across BitGo's global client base. This role involves cross-functional collaboration with Sales, Product, Engineering, and Support to improve the end-to-end customer experience and drive retention, adoption, and growth.

• Support the Customer Success team with data analysis, reporting, and operational workflows.
• Own and optimize key CS tools and systems.
• Build and maintain dashboards to track key metrics.
• Coordinate onboarding and enablement processes for new clients.
• Partner with CSMs to create and maintain success plans and account documentation.
• Monitor customer lifecycle stages and trigger interventions.
• Collaborate with GTM and Product teams to surface customer insights.
• Manage internal knowledge bases and process documentation.
• Identify and implement scalable improvements.

Requirements:

• 1–3 years of experience in Customer Success Operations, Sales/Revenue Operations, or Business Operations.
• Familiarity with CS and CRM tools like Gainsight, Salesforce, Looker, Zendesk, or equivalent.
• Strong analytical skills and comfort working with data.
• 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.
• Self-starter who thrives in a fast-paced, cross-functional environment.
• Interest in digital assets, blockchain, or financial technology is a strong advantage.

BitGo offers:

• 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