Your Role:

As a Customer Success Manager at Alpaca, you are the front line in our pursuit of enabling financial markets access for everyone on the planet. You’ll work with our partners (customers) from contract signature through renewal, ensuring they have a positive experience leading to successful outcomes. Reporting to the Director, Success, this role supports Alpaca’s B2B offerings, helping customers launch US securities and crypto trading apps worldwide.

Things You Get To Do:

• Act as the primary contact for B2B/enterprise customers, accountable for building and maintaining strong relationships with key contacts throughout the customer lifecycle
• 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 identify and monitor progress toward 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 across multiple groups, including Marketing, Product, and Operations
• 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 and optimization within Alpaca
• Deliver QBRs and executive reports that align customer goals with platform outcomes
• Serve as a trusted advisor to customers’ leadership teams, aligning Alpaca capabilities with their go-to-market strategy
• Own the full customer lifecycle post-signature, including onboarding, activation, expansion, and renewal
• Collaborate cross-functionally with Product, Sales, and our Broker-Dealer to leverage process understanding, champion partner needs, and influence roadmap priorities
• Perform ad-hoc duties and responsibilities as assigned

Who You Are (Must-Haves):

• 4–6 years of experience in a customer success role managing customer relationships
• Comfortable working US hours (ET) in a remote setup
• Understanding of and experience with key technology concepts, such as SaaS and APIs
• FinTech experience, especially within the broker-dealer business
• Experience working with both 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 and when needed to help drive Alpaca's growth
• Desire to learn
• Ability to manage customer relationships across companies of various sizes
• A team player who thrives on ownership, transparency, and being relentlessly partner-first. We move fast, support each other, and aim to grow together.

Who You Might Be (Nice-to-Haves):

• Startup mindset suited to a fast-paced, high-growth environment
• Experience working with international B2B clients