Customer Success Manager

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Alpaca

WebsiteLinkedInAll Job Openings

201 - 500 employees

🔌 API

💳 Fintech

₿ Crypto

API • Fintech • Crypto

Alpaca is a fintech company that provides a comprehensive brokerage and trading platform through a suite of APIs. These APIs enable developers and businesses to integrate algorithmic trading, app development, and embedded investing into their services. Alpaca offers services like trading in US stocks, ETFs, and cryptocurrency with options for local currency transactions. The company is recognized for its cyber security practices and is a member of FINRA and SIPC. Alpaca is ideal for fintech startups, broker-dealers, hedge funds, and other financial services looking to build sophisticated trading applications and platforms with minimal friction through their well-documented Broker API.

📋 Description

• Act as primary contact for B2B/enterprise customers throughout the customer lifecycle, from app launch to renewal • Ensure customer satisfaction, retention, and success • Manage internal and external escalations with a focus on customer empathy • Maintain regular customer contact to understand business priorities, monitor progress toward key results, and identify and mitigate risks • Work with partners to forecast growth and monitor progress toward shared goals • Drive adoption of Alpaca features among live partners • Identify and disseminate best practices and pitfalls • Represent partners internally across marketing, product, operations, and other groups • Maintain positive internal and external relationships to drive success and overcome obstacles • Provide internal communication and reporting on account status, health, and risk • Develop customer success strategies • Identify improvement and optimization opportunities within Alpaca • Deliver QBRs and executive reports aligning customer goals with platform outcomes • Serve as a trusted advisor to customer leadership teams, aligning Alpaca capabilities with go-to-market strategies • Own the full post-signature customer lifecycle: onboarding, activation, expansion, and renewal • Collaborate cross-functionally with Product, Sales, and the Broker Dealer to champion partner needs and influence roadmap priorities • Perform ad-hoc duties and responsibilities as assigned

🎯 Requirements

• 4–6 years of experience in a customer success role managing customer relationships • Comfortable working US hours (EST/PST) in a remote setup • Understanding of key technology concepts such as SaaS and APIs • FinTech experience, especially with broker-dealer businesses • Exposure to or employment with large and small companies • Dedicated interest in Alpaca’s mission to enable financial services access • Ability to work remotely and independently and self-manage time and obligations • Flexibility to help drive Alpaca’s growth when needed • Desire to learn • Ability to manage customer relationships across various company sizes • Team-player mindset focused on ownership, transparency, and partner-first service • Startup mindset for a fast-paced, high-growth environment (nice-to-have) • Experience working with international B2B clients (nice-to-have)

🏖️ Benefits

• 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