Customer Success Manager

About the role

This Customer Success Manager role involves being the primary contact for Alpaca's B2B and enterprise customers, guiding them through the entire lifecycle from contract signing to renewal. You will focus on maintaining strong relationships, understanding customer business priorities, and ensuring they achieve successful outcomes with Alpaca's US securities and crypto trading app infrastructure. A key part of the role is managing escalations with empathy and proactively identifying and mitigating risks to customer relationships.

The position requires you to drive adoption of Alpaca's features among live partners and disseminate best practices. You will represent partner needs internally across various departments like marketing, product, and operations, influencing roadmap priorities. Success in this role means ensuring customer satisfaction, retention, and growth, ultimately contributing to Alpaca's mission of expanding financial services access globally.

You will also be responsible for delivering quarterly business reviews and executive reports that align customer goals with platform outcomes, acting as a trusted advisor to customer leadership. This involves owning the full customer lifecycle post-signature, including onboarding, activation, expansion, and renewal, while collaborating cross-functionally to champion partner needs and optimize internal processes.

The salary for this position ranges from $90,000 to $150,000 annually.

Skills that matter here

• customer success: This role is entirely focused on customer success, managing relationships and ensuring positive outcomes for B2B partners.
• customer relationship management: You will be accountable for driving healthy and constant relationships with key customer contacts throughout their journey with Alpaca.
• SaaS: An understanding of Software-as-a-Service concepts is necessary, as Alpaca provides institutional-grade APIs for financial services.
• APIs: Experience with APIs is required to support customers integrating Alpaca's developer-friendly infrastructure for trading applications.
• FinTech: FinTech experience is essential, particularly with broker-dealer business models, given Alpaca's focus on financial services infrastructure.
• broker-dealer business: Direct experience with broker-dealer business operations is a key requirement for understanding and supporting Alpaca's customer base.

Who this role suits

• Someone with 4-6 years of experience in customer success, specifically managing B2B customer relationships.
• An individual who is comfortable working independently in a remote setup and can self-manage their time effectively.
• A person with a dedicated interest in expanding financial services access globally, aligning with Alpaca's mission.
• A team player who thrives on ownership, transparency, and a partner-first approach, willing to adapt and help drive growth.

From the employer

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.

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.

How We Take Care of You:

• 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.
• Alpaca is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.