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Customer Success Manager

4 weeks, 1 day ago
Europe
Full-time
Mid Level
Customer Success Manager
Customer and Technical Support
Apply Now
Alpaca

Alpaca

Alpaca is a developer-first API for stock and crypto trading, offering easy-to-use APIs for building apps and trading algorithms.

Capital Markets
51-250
Founded 2015
$87M raised
View All Jobs 38

Description

  • Act as the primary contact for B2B and enterprise customers throughout the customer lifecycle from launch to renewal.
  • Own post-signature customer success across onboarding, activation, expansion, and renewal.
  • Maintain regular communication with customers to understand priorities, track progress toward goals, and identify risks.
  • Manage customer escalations internally and externally with a customer-first and empathetic approach.
  • Drive adoption of Alpaca’s new and existing product features among live partners.
  • Forecast growth with partners and monitor progress against shared goals.
  • Deliver quarterly business reviews and executive reports that connect customer goals to platform outcomes.
  • Serve as a trusted advisor to customer leadership teams and align Alpaca capabilities to go-to-market plans.
  • Represent customer needs internally across marketing, product, operations, and broker-dealer teams.
  • Collaborate cross-functionally to influence roadmap priorities and improve customer outcomes.
  • Provide internal reporting on account health, status, and risks.
  • Identify best practices, pitfalls, and opportunities for process or platform improvement.

Requirements

  • 4-6 years of experience in customer success managing customer relationships.
  • Experience working remotely and independently, with strong self-management of time and obligations.
  • Comfort working EMEA hours, including GST/GMT/ET coverage, in a remote setup.
  • Understanding of SaaS and APIs or other key technology concepts.
  • FinTech experience, especially in broker-dealer businesses.
  • Exposure to both large and small company environments.
  • Ability to manage customer relationships across companies of varying sizes.
  • Strong interest in Alpaca’s mission to expand financial services access globally.
  • Flexibility to jump in where needed to support growth.
  • Desire to learn and work as a team player with ownership, transparency, and a partner-first mindset.
  • Startup mindset suited to a fast-paced, high-growth environment, preferred.
  • Experience working with international B2B clients, preferred.

Benefits

  • Competitive salary with stock options.
  • Health benefits.
  • One-time USD $500 new hire home-office setup stipend.
  • USD $150 monthly stipend via Brex Card.

Interested in this position?

Apply directly on the company website

Apply Now

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