Role in brief
Alpaca, a global leader in brokerage infrastructure, seeks a Customer Success Manager for its enterprise and financial institution clients in Japan. This role focuses on maintaining post-launch relationships, driving product adoption, and ensuring client satisfaction. Candidates with a background in customer success or account management within the Japanese financial industry, particularly with experience in fintech or capital markets, should apply.
About the role
This position centers on managing existing enterprise client relationships in Japan, acting as the primary contact for financial institutions and fintech companies after their initial launch. The core responsibility is to ensure customer satisfaction, retention, and growth by developing and executing strategies that align with client business goals, mitigate risks, and promote best practices. The role involves managing escalations with empathy and clear communication in both Japanese and English, ensuring a healthy client lifecycle from onboarding through renewal.
The Customer Success Manager will serve as the internal advocate for Japanese clients, communicating account health and identifying opportunities for improvement. This involves collaborating with internal teams to influence product and operational priorities based on client feedback and market needs. A key aspect is developing success strategies specifically tailored to the Japanese market and the expectations of enterprise clients in that region.
Beyond post-launch support, this role offers growth opportunities in pre-sales and integration support. The manager will assist in pre-sales conversations with prospective clients, leveraging their knowledge of the local financial industry. They will also support customers during API integration, bridging communication between technical and business stakeholders and coordinating with Alpaca's solutions and engineering teams to ensure a smooth transition to live operation. This includes contributing to the improvement of Alpaca's go-to-market strategy for Japan based on field learnings.
The annual salary for this position ranges from $90,000 to $150,000 USD.
Skills that matter here
- Customer Success: This role's primary focus is managing post-launch relationships with enterprise clients to ensure their satisfaction and retention.
- Account Management: The position involves acting as the main point of contact for B2B/enterprise customers in Japan and overseeing their entire lifecycle.
- FinTech: Experience in the fintech sector is required to understand the operational context and needs of Alpaca's clients.
- Broker-Dealer: Familiarity with broker-dealer operations is important for understanding the financial services environment in which clients operate.
- Capital Markets: Understanding capital markets is crucial for supporting clients involved in trading and related financial products.
- APIs: The role involves assisting clients with API integration and understanding technology-driven financial services.
Who this role suits
- A person with native-level Japanese and business-level English communication skills, capable of interacting effectively with both Japanese clients and global internal teams.
- Someone with 4-6 years of experience in client coverage, customer success, or account management, specifically within the Japanese financial industry.
- An individual who understands how enterprise financial institutions operate, acquire services, and form partnerships.
- A self-motivated and adaptable professional who can thrive in a remote, fast-paced environment, balancing independent work with cross-functional collaboration.
From the employer
Post-launch customer success (primary focus)
- Act as the primary contact for B2B/enterprise customers in Japan, accountable for healthy, ongoing relationships with key stakeholders throughout customer lifecycle: onboarding, activation, expansion, and renewal.
- Ensure customer satisfaction, retention, and success across a portfolio that includes both fintech and enterprise financial services clients.
- Develop and execute customer success strategies by building strong customer relationships, aligning on business goals, forecasting growth, proactively mitigating risks, and sharing best practices.
- Drive adoption of Alpaca features (new and existing) among our Live Partners.
- Manage escalations — internally and externally — with a focus on customer empathy and clear communication in Japanese and English.
Cross-functional collaboration
- Act as the voice of the customer internally by communicating account health, identifying improvement opportunities, and partnering cross-functionally to influence product and operational priorities.
- Develop success strategies tailored to the Japanese market and enterprise client expectations.
Growth opportunity: pre-sales & integration support
- Support pre-sales conversations with prospective enterprise and fintech clients in Japan, drawing on your knowledge of the local financial industry.
- Assist customers during the API integration phase — helping bridge technical and business stakeholders, coordinating with Alpaca's solutions and engineering teams, and ensuring a smooth path to launch.
- Contribute to improving Alpaca's Japan go-to-market motion based on field learnings.
Who You Are:
- Native-level Japanese and business-level English, with the ability to communicate effectively with Japanese enterprise clients and Alpaca's global teams.
- Client coverage experience in the Japanese financial industry — brokerage, asset management, banking, securities, or related sectors; you understand how enterprise financial institutions operate, buy, and partner.
- 4–6 years of experience in customer success, account management, or client coverage, ideally serving enterprise financial institutions in the Japanese financial industry.
- Experience in fintech, broker-dealer, capital markets, or related financial services, with an understanding of trading workflows and products such as US equities and options.
- Familiarity with SaaS, APIs, and technology-driven financial services.
- Self-motivated, adaptable, and able to thrive in a fast-paced remote environment, balancing autonomy with cross-functional collaboration.
- A collaborative, partner-first mindset with a strong sense of ownership, curiosity, and a willingness to learn and contribute wherever needed.
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.
Questions about this role
What is the remote work policy for this role?
This is a fully remote position, with no specific location mentioned beyond the focus on the Japanese market.
What level of seniority is expected for this position?
This role is for a middle-seniority professional, requiring 4-6 years of relevant experience.
What specific skills are required for this role?
Key requirements include native-level Japanese and business-level English, client coverage experience in the Japanese financial industry, and experience in customer success, account management, fintech, broker-dealer, capital markets, SaaS, and APIs.