Customer Success Manager

🔥 1 minute ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 25%

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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 contact for B2B/enterprise customers throughout the customer lifecycle • Ensure customer satisfaction, retention, and success • Manage internal and external escalations • Maintain customer contact, monitor progress toward key results, and identify and mitigate risks • Forecast growth and monitor shared goals with partners • Drive adoption of Alpaca features among live partners • Identify and disseminate best practices and pitfalls • Represent partners internally across Marketing, Product, and Operations • 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 • Serve as a trusted advisor to customer leadership teams • Own onboarding, activation, expansion, and renewal post-signature • Collaborate with Product, Sales, and the Broker-Dealer to champion partner needs and influence roadmap priorities • Perform ad-hoc duties as assigned

🎯 Requirements

• 4–6 years of experience in a customer success role managing customer relationships • Direct professional experience working at a brokerage, broker-dealer, crypto exchange, or trading platform • Hands-on understanding of brokerage or crypto trading operations, including customer onboarding, account funding, trading workflows, and operational or compliance challenges in financial markets • Comfortable working US hours (ET) in a remote setup • Understanding of SaaS and APIs • FinTech experience, especially within the broker-dealer business • Experience working with both large and small companies • Dedicated interest in Alpaca's mission • Ability to work remotely and independently and self-manage time and obligations • Flexibility to help drive Alpaca's growth • Ability to manage customer relationships across companies of various sizes • Experience supporting B2B brokerage-as-a-service, embedded investing, or trading API platforms • Familiarity with US securities brokerage infrastructure, including clearing, custody, settlement, and broker-dealer compliance • Experience supporting API integrations or technical onboarding for trading applications • Experience working with international B2B clients or fintech partners across multiple markets • Experience managing institutional trading customers or strategic fintech partnerships

🏖️ 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

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