Customer Success Manager

Summary

Join Alpaca, a brokerage infrastructure technology company, as a Customer Success Manager and be the front line in enabling everyone on the planet access to financial markets. You will work with B2B partners from contract signature through renewal, ensuring their positive experience and successful outcomes. This role supports Alpaca's B2B offerings, helping customers launch US securities and crypto trading apps globally. You will act as the primary contact for B2B/enterprise customers, driving healthy relationships throughout the customer lifecycle, ensuring customer satisfaction, retention, and success. You will also manage escalations, maintain regular contact with customers to understand their business priorities, monitor their progress, and identify and mitigate risks. You will work with partners to forecast growth, identify and monitor progress towards shared goals, drive adoption of Alpaca features, identify and disseminate best practices, and represent the partner internally. You will maintain positive relationships internally and externally, provide internal communication and reporting, develop a success strategy, identify areas for improvement, and deliver QBRs and executive reports. You will serve as a trusted advisor to customers' leadership teams, aligning Alpaca capabilities to their go-to-market strategy, and own the full customer lifecycle post-signature. You will collaborate cross-functionally with Product, Sales, and the Broker Dealer to champion partner needs and influence roadmap priorities.

Requirements

• 4-6 years of experience in a customer success role, managing customer relationships
• Comfortable working GMT/CET hours in a remote setup
• Understanding of and experience with key technology concepts, such as SaaS and APIs
• 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

Responsibilities

• 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 to achieving key results, and constantly identify and mitigate risk (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 champion partner needs and influence roadmap priorities

Preferred Qualifications

• FinTech experience is a plus, especially with broker-dealer business
• Startup mindset for a fast-paced, high-growth environment
• Experience working with international B2B clients

Benefits

• Competitive Salary & Stock Options
• Benefits: Health benefits start on day 1. In the US this includes Medical, Dental, Vision. In Canada, this includes supplemental health care. In Japan, you are offered local benefits. Internationally, this includes a stipend value to offset medical costs
• New Hire Home-Office Setup: One-time USD $500
• Monthly Stipend: USD $150 per month via a Brex Card
• Work with awesome hard working people, super smart and cool clients and innovative partners from around the world