Customer Success Manager - Europe

Position Overview

• Location Type: Remote
• Employment Type: Full-time
• Salary: Not specified

Alpaca is seeking a Customer Success Manager to be the primary point of contact for B2B/enterprise customers, ensuring a positive experience and driving successful outcomes. This role focuses on supporting Alpaca’s B2B offerings, assisting customers in launching US securities and crypto trading apps globally.

Who We Are

Alpaca is a US California headquartered brokerage infrastructure technology company and self-clearing broker-dealer, delivering execution and custody solutions for Stocks, ETFs, Options, Cryptocurrencies, and more. We have raised over $170 million in funding. Amongst our subsidiaries, Alpaca is a licensed financial services company in multiple countries, and we serve hundreds of financial institutions globally such as broker-dealers, investment advisors, hedge funds, and crypto exchanges.

Alpaca’s globally distributed team members bring in diverse experiences such as engineers, traders, and brokerage professionals to achieve our Mission of opening financial services to everyone on the planet. We are also deeply committed to open-source contributions and fostering a vibrant community. We will continue to enhance and improve our award-winning developer-friendly API and the infrastructure behind it.

Our Team Members: We’re a team of 150+ globally distributed members who love working from our favorite places worldwide. Our team spans the USA, Canada, Japan, Hungary, Nigeria, Brazil, the United Kingdom, and more! We’re looking for candidates eager to join Alpaca’s growing organization, who are excited about our Mission of “Open financial services to everyone on the planet and share our Values of “Stay Curious,” “Have Empathy,” and “Be Accountable.”

Requirements

• Not specified

Responsibilities

• Act as primary contact for B2B/enterprise customers throughout the customer lifecycle (from contract signature through 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, and identify/mitigate risk.
• Work with partners to accurately forecast growth and monitor progress towards shared goals.
• Drive adoption of Alpaca features among 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 performance.

Application Instructions

• Not specified