Customer Success Manager

Summary

Join Alpaca, a fast-growing fintech company, as a Customer Success Manager to enable financial markets access for everyone on the planet. You'll work with partners from launch through renewal, ensuring they have a positive experience leading to successful outcomes.

Requirements

• 4-6 years experience in a customer success role, managing customer relationships
• US region hours
• 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

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

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. 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