Client Success Manager

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Bakkt

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

₿ Crypto

💳 Fintech

🤝 B2B

Crypto • Fintech • B2B

Bakkt is a regulated digital asset infrastructure company that builds next‑generation financial plumbing to enable institutional participation in Bitcoin, tokenization, stablecoin payments, and AI-driven finance. Its offerings include Bakkt Markets — institutional-grade trading, liquidity and regulated custody with extensive U. S. licensing (including a New York BitLicense) — Bakkt Agent — an AI-driven, compliant payments and money-movement interface for banks and partners — and Bakkt Global — an international expansion and tokenization/treasury catalyst. The company emphasizes security, regulatory compliance, audited operations, and turnkey, plug‑and‑play platforms for businesses seeking to launch digital asset and payment services.

📋 Description

• Serve as the day-to-day point of contact for an assigned group of trading and payments clients • Maintain regular communication to understand client needs and ensure value from Bakkt’s products and services • Support preparation and execution of quarterly business reviews • Conduct client onboarding sessions and guide setup and adoption • Provide user training and host regular progress check-ins • Address client concerns proactively and help prevent churn • Demonstrate product return on investment through detailed reports in partnership with Data & Analytics • Collaborate with sales and onboarding teams during client handoffs • Share client feedback with product teams to inform features and enhancements • Coordinate with support teams to resolve client issues promptly and consistently • Establish and nurture client relationships, build trust, and advocate for clients internally • Align client business goals with Bakkt’s offerings through tailored success plans • Monitor client usage and health metrics, analyze KPIs, and identify issues or opportunities • Manage escalations and represent client interests in product and service decisions • Identify upselling and cross-selling opportunities and support renewals by demonstrating ongoing value • Stay informed about industry trends, product updates, and competitive offerings

🎯 Requirements

• Passion and interest in the digital asset and/or payments industries and Bakkt’s product/solution offering required • 2–3 years in client success management or a similar client-facing role, or a strong interest in starting a career in client success • Startup experience a plus • Knowledge of digital asset and traditional market infrastructure, including trading, clearing, and settlement, preferred • Excellent communication, collaboration, and interpersonal skills • Analytical mindset with ability to synthesize complex data and make data-driven decisions • Strong organizational and time management skills; ability to prioritize and manage multiple projects simultaneously • Experience working for a startup and in cross-functional teams • Experience using client success management and AI tools such as Claude, HubSpot, Jira, Excel, Word, and PowerPoint • Must successfully pass a post-offer background check and drug screen