Customer Success Manager

Employment Type: [Not Specified] Location Type: Remote Salary: [Not Specified]

Who We Are:

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

Our globally distributed team members bring diverse experiences as engineers, traders, and brokerage professionals to achieve our Mission: "Open 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 200+ 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 and share our Values of “Stay Curious,” “Have Empathy,” and “Be Accountable.”

Position Overview:

As a Customer Success Manager at Alpaca, you are the front line in our pursuit of enabling everyone on the planet access to financial markets. 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 around the world.

Responsibilities:

• Act as the 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 towards 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.
• 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 champion partner needs and influence roadmap priorities.
• Ad-hoc duties and responsibilities as assigned.

Requirements (Must-Haves):

• 4-6 years of experience in a customer success role, managing customer relationships.
• Comfortable working CET/GST/SGT hours in a remote setup.
• Understanding of and experience with key technology concepts, such as SaaS and APIs.
• Exposure to, or employment in, the financial services or fintech industry.

Application Instructions:

[Not Specified]

Company Information:

• Company: Alpaca
• Industry: Financial Services / Fintech
• Headquarters: US California
• Funding: Over $170 million raised
• Services: Execution and custody solutions for Stocks, ETFs, Options, Cryptocurrencies, and more.
• Global Presence: Licensed financial services company in multiple countries, serving hundreds of financial institutions globally.
• Team: 200+ globally distributed members.
• Mission: Open financial services to everyone on the planet.
• Values: Stay Curious, Have Empathy, Be Accountable.