Customer Success Manager

🕒 May 21

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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, 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 toward achieving key results, and continually identify and mitigate risks (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. • Ad-hoc duties and responsibilities as assigned. • 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 leverage process understanding to champion partner needs and influence roadmap priorities.

🎯 Requirements

• 4-6 years of experience in a customer success role, managing customer relationships • Comfortable working EMEA hours (GST/GMT/ET) in a remote setup • Understanding of and experience with key technology concepts, such as SaaS and APIs • FinTech experience, especially with broker-dealer business • Exposure to, or employment with, large and small companies • A dedicated interest in Alpaca's mission, to enable financial services access to everyone on the planet • Ability to work remotely and independently, and to self-manage time and obligations • Flexibility to jump in where/when needed to help drive Alpaca's growth • Desire to learn • Ability to manage customer relationships across various-sized companies • Team player that thrives on ownership, 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