Client Success Manager

Bakkt

About The Position

As a Client Success Manager (CSM), you will be part of the Client Success team, reporting directly to the Head of Client Success and Partnerships. This role serves as the bridge between clients and internal teams, facilitating communication to ensure the client’s needs are effectively met. The role is organized around two core areas: client coverage and internal collaboration and coordination. This role will have clearly scoped, well-supported responsibilities, and the Client Success Manager can expect to support many aspects of the client relationship, including growing client relationships. Success in this role will involve helping to assess client needs, following established priorities and processes, supporting alignment internally and externally, and keeping client information organized and up to date. Future opportunities may include expanding client relationships and driving sales growth.

Requirements

2-3 years in client success management or a similar client-facing role, or a strong interest in starting a career in client success
Passion and interest in the digital asset and/or payments industries and Bakkt’s product/solution offering
Excellent communication, collaboration, and interpersonal skills.
Analytical mindset with the ability to synthesize complex data and make data-driven decisions.
Strong organizational and time management skills with the ability to prioritize and manage multiple projects simultaneously.
Must successfully pass a post-offer background check and drug screen.

Nice To Haves

Startup experience a plus
Digital asset and traditional market infrastructure knowledge preferred (trading, clearing, settlement).
Experience working for a startup and in cross-functional teams.
Experience using various Client Success Management and AI tools such as Claude, Hubspot, Jira, Excel, Word, and PowerPoint.

Responsibilities

Serve as a day-to-day point of contact for an assigned group of trading and payments clients, maintaining regular communication to understand their evolving needs and ensure they achieve value from Bakkt’s product and/or services.
Support the Client Success lead in preparing for and running quarterly business reviews (QBRs) for their assigned clients.
Conduct onboarding sessions to guide new clients through setup and adoption, offer training to empower new users, and host frequent check-ins (e.g., weekly meetings) to review progress toward goals.
Address client concerns promptly and work to prevent churn.
Demonstrate the product's return on investment (ROI) in partnership with the Head of Data & Analytics through detailed reports.
Collaborate closely with sales, product development, and various support teams.
Work with the sales & onboarding team during the client handoff process, ensuring a smooth transition from prospect to active client while fully understanding the client's goals and expectations.
Provide product teams with valuable insights derived from client feedback, helping to shape features and enhancements that align with client priorities.
Coordinate with support teams to ensure that client issues are resolved promptly and consistently, enhancing overall satisfaction.
Establish and nurture strong relationships with clients, including building trust and rapport, maintaining consistent communication, and acting as the client’s advocate within the organization.
Develop a deep understanding of the client’s needs, ensuring that clients feel heard and valued, fostering long-term partnerships.
Work closely with clients to align their business goals with the company’s offerings, creating tailored success plans that outline specific milestones and timelines.
Monitor client usage and health metrics, identify potential issues or opportunities, and address them before they escalate.
Represent client interests within the organization, ensuring that client needs are prioritized in product and service development decisions.
Help address client issues, escalating more complex concerns to senior team members to maintain trust and satisfaction.
Identify opportunities for upselling and cross-selling additional products or services, flagging them to the wider team.
Support client usage and contract renewals by helping demonstrate ongoing value and return on investment.
Ensure a smooth handoff from sales to client success and share client insights with product teams to inform development.
Coordinate with support teams to deliver a consistent and unified client experience.
Stay informed about industry trends, product updates, and competitive offerings.
Use knowledge to provide relevant insights to clients and refine their own workflows and best practices, ensuring they deliver the highest level of service.