Customer Success Manager

Summary

Join Alpaca as a Customer Success Manager and be the front line in our pursuit of enabling everyone on the planet access to financial markets. You will work with B2B partners from contract signature through renewal, ensuring a positive experience leading to 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. You’ll ensure customer satisfaction, manage escalations, and maintain regular contact to understand business priorities and mitigate risks. You will also work with partners to forecast growth and drive adoption of Alpaca features. Finally, you will deliver QBRs and executive reports, serve as a trusted advisor, and own the full customer lifecycle post-signature.

Requirements

• 4-6 years of experience in a customer success role, managing customer relationships
• Comfortable working CET/GST/SGT 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 quickly, support one another, 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 a broker-dealer business
• Startup mindset for a fast-paced, high-growth environment
• Experience working with international B2B clients

Benefits

• Competitive Salary & Stock Options
• Health Benefits
• New Hire Home-Office Setup: One-time USD $500
• Monthly Stipend: USD $150 per month via a Brex Card