Customer Success Manager

Your Role:

As a Customer Success Manager at Alpaca, you are the front line in our pursuit of enabling financial markets access for everyone on the planet. You’ll work with our partners (customers) from contract signature through renewal, ensuring they have a positive experience leading to successful outcomes. This role supports Alpaca’s B2B offerings, helping customers launch US securities and crypto trading apps worldwide.

Your Role:

As a Customer Success Manager at Alpaca, you are the front line in our pursuit of enabling financial markets access for everyone on the planet. You’ll work with our partners (customers) from launch through renewal, ensuring they have a positive experience leading to successful outcomes. Reporting to the Director, Success, this role supports Alpaca’s B2B offerings—you will help customers launch trading apps and open financial services to everyone on the planet.

Things You Get To Do:

• Act as primary contact for B2B/enterprise customers, accountable for driving healthy and constant relationships with key contacts throughout the customer lifecycle - from app launch to renewal.
• Ensure customer satisfaction, retention, and success.
• Manage escalations, internally and externally, with a focus on customer empathy.
• Maintain regular contact with customers to understand their business priorities, monitor their progress toward achieving key results, and continually identify and mitigate risks (relationship, commercial, etc.).
• Work with partners to accurately forecast growth and to identify and monitor progress towards shared goals.
• Drive adoption of Alpaca features (new and existing) among our Live Partners
• Identify and disseminate best practices and pitfalls
• Represent the partner internally to ensure Alpaca across multiple groups (marketing, product, operations, etc.)
• Maintain positive relationships, internally and externally, to drive overall success and overcome obstacles.
• Provide internal communication and reporting on overall account status, health, and risk.
• Develop a success strategy for ensuring customer success
• Identify areas and consider solutions for improvement/optimization within Alpaca
• Ad-hoc duties and responsibilities as assigned
• Deliver QBRs and executive reports that align customer goals to platform outcomes.
• Serve as a trusted advisor to customers’ leadership teams, aligning Alpaca capabilities to their go-to-market strategy.
• Own the full customer lifecycle post-signature: onboarding, activation, expansion, and renewal.
• Collaborate cross-functionally with Product, Sales, and our Broker Dealer to leverage process understanding to champion partner needs and influence roadmap priorities.

Who You Are (Must-Haves):

• 4-6 years of experience in a customer success role, managing customer relationships
• Comfortable working EMEA hours (GST/GMT/ET) in a remote setup
• Understanding of and experience with key technology concepts, such as SaaS and APIs
• FinTech experience, especially with broker-dealer business
• Exposure to, or employment with, large and small companies
• A dedicated interest in Alpaca's mission, to enable financial services access to everyone on the planet
• Ability to work remotely and independently, and to self-manage time and obligations
• Flexibility to jump in where/when needed to help drive Alpaca's growth
• Desire to learn
• Ability to manage customer relationships across various-sized companies
• Team player that thrives on ownership, transparency, and being relentlessly partner-first. We move fast, support each other, and aim to grow together.

Who You Might Be (Nice-to-Haves):

• Startup mindset for a fast-paced, high-growth environment
• Experience working with international B2B clients