Director Customer Management

Company Description BitGo is a pioneer in threshold signature technology, which uses multiple independent keys to jointly authorize transactions and significantly reduce single points of failure. The company focuses on building secure, scalable infrastructure for digital asset management and custody. BitGo’s solutions are designed for institutions and organizations that require robust security and reliability in handling cryptocurrencies and blockchain-based assets. Team members collaborate in a dynamic environment that values innovation, security-first thinking, and customer trust. Joining BitGo offers the opportunity to work at the forefront of digital asset technology and help shape the future of secure transaction processing.
Role Description The Director Customer Management is a full-time remote role responsible for overseeing strategic relationships with key customers and ensuring high levels of satisfaction and retention. This position leads customer management initiatives, including onboarding, ongoing account support, and proactive engagement to maximize the value of BitGo’s solutions. The director collaborates with sales, product, and operations teams to address customer needs, resolve issues, and identify opportunities for growth. Daily responsibilities include analyzing customer data and feedback, guiding program management activities, and developing plans to improve customer experience and service delivery. The role also involves mentoring and directing a customer-facing team, establishing best practices, and representing the voice of the customer in internal decision-making.
Qualifications
Strong analytical skills to interpret customer data, identify trends, and inform strategic decisions.
Program management experience to oversee complex customer initiatives and drive cross-functional projects.
Sales and customer relationship management (CRM) skills to support account growth and maintain long-term partnerships.
Proven team leadership abilities to guide, coach, and develop customer management professionals.
Experience in SaaS, fintech, or digital assets is highly beneficial.
Excellent communication, negotiation, and problem-solving skills.
Ability to work effectively in a remote, fast-paced environment and manage multiple priorities.
Bachelor’s degree in business, management, or a related field; advanced degree is a plus.

Work arrangement
No