Remote Customer Success Manager

Summary

Join Alpaca, a fast-growing fintech company, as a Customer Success Manager and be the frontline in our pursuit of enabling financial markets access for everyone globally. You will work with B2B/enterprise customers, ensuring their positive experience and successful outcomes from launch to renewal. Responsibilities include managing customer relationships, driving adoption of Alpaca features, identifying best practices, and providing internal reporting. This role requires 4-6 years of experience in customer success, understanding of SaaS and APIs, and the ability to work remotely. Alpaca offers competitive salary & stock options, health benefits starting day 1, a new hire home-office setup stipend, a monthly stipend, and the opportunity to work with a diverse, global team.

Requirements

• 4-6 years experience in a customer success role, managing customer relationships
• US Market Hours (EST)
• 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 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

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 enterprise clients
• Multi-lingual in English, Spanish and Portuguese

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
• Work with awesome hard working people, super smart and cool clients and innovative partners from around the world