Customer Success Manager

🕒 5 days ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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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 the primary point of contact for a portfolio of B2B/enterprise partners across the UK and Europe (e.g. wealth, neo-broker, embedded-investing, and fintech app builders), accountable for healthy, trusted relationships from launch through renewal. • Own the full partner lifecycle post-signature: onboarding support, activation, adoption, expansion, and renewal. • Run regular partner meetings to understand business priorities, monitor progress against key results, and proactively identify and mitigate risk (relationship, commercial, operational, regulatory). • Become deeply knowledgeable on the Alpaca UK / EU APIs and product suite, and be able to explain to partners how to use our APIs to build and grow their propositions. • Manage day-to-day partner queries through the service desk / ticketing system, coordinating across internal teams (Engineering, Operations, Compliance, Broker-Dealer) to deliver timely, accurate responses. • Write meeting minutes, track action points to closure, and keep internal stakeholders informed on account status, health, and risk. • Deliver QBRs and executive reviews that align partner goals to platform outcomes, and serve as a trusted advisor to partner leadership teams. • Work with partners to forecast growth (AUM, accounts, volumes) and to identify and monitor progress towards shared goals. • Drive adoption of new and existing Alpaca features among our Live UK partners. • Identify and disseminate best practices, common pitfalls, and partner trends; feed insights back to Product and Sales to influence roadmap priorities. • Review and continuously improve internal and external processes for the UK Client Relationship function. • Manage escalations, internally and externally, with empathy and urgency. • Ad-hoc duties and responsibilities as assigned.

🎯 Requirements

• 3+ years of experience in a customer success, relationship management, or client services role at a financial services, fintech, or B2B SaaS company. • Working knowledge of UK financial products (e.g. GIA, ISA, SIPP, equities, ETFs, FX, custody) - enough to engage credibly with partners on day one and reduce ramp-up time. • Understanding of, and comfort with, key technology concepts such as SaaS and APIs; able to read API documentation and translate it into partner-friendly guidance. • Strong people skills and the ability to build and maintain relationships, internally and externally, across different stakeholders (engineering, commercial, compliance, executive). • Excellent verbal and written communication; comfortable writing minutes, status updates, and executive-ready summaries. • Based in the UK or EU (or able to work UK / GMT–CET business hours in a remote setup). • A high level of self-motivation, initiative, and ownership; able to self-manage time and obligations in a remote-first team. • A dedicated interest in Alpaca's mission to enable financial services access to everyone on the planet. • Team player who thrives on transparency and being relentlessly partner-first. We move fast, support each other, and aim to grow together.

🏖️ 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