Customer Success Manager

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Serve as the main point of contact for B2B and enterprise clients throughout their entire journey, from application launch to renewal.

• Ensure high levels of customer satisfaction, retention, and overall success.

• Handle both internal and external escalations with a strong emphasis on understanding customer needs.

• Maintain consistent communication with customers to grasp their business priorities, track progress towards key results, and identify potential risks.

• Collaborate with partners to project growth and monitor advancement towards shared objectives.

• Promote the adoption of Alpaca features among active partners.

• Identify and share best practices while highlighting potential pitfalls.

• Advocate for partners within the company across various departments, including marketing, product, and operations.

• Foster positive relationships internally and externally to drive success and navigate challenges.

• Provide regular updates and reporting on account status, health, and risks internally.

• Develop strategies for customer success.

• Spot areas for improvement and optimization within the Alpaca platform.

• Prepare and deliver Quarterly Business Reviews (QBRs) and executive reports that align customer objectives with platform results.

• Act as a trusted advisor to customer leadership teams, aligning Alpaca's capabilities with their go-to-market strategies.

• Oversee the entire post-signature customer lifecycle, including onboarding, activation, expansion, and renewal.

• Work collaboratively across teams, including Product, Sales, and the Broker Dealer, to advocate for partner needs and influence roadmap priorities.

• Carry out ad-hoc duties and responsibilities as assigned.

⛳️ Requirements

• 4–6 years of experience in a customer success position managing client relationships.

• Comfortable working during US hours (EST/PST) in a remote environment.

• Familiarity with essential technology concepts such as SaaS and APIs.

• Experience in the FinTech sector, particularly with broker-dealer firms.

• Background in or experience with both large and small organizations.

• Strong commitment to Alpaca’s mission of enhancing access to financial services.

• Ability to work independently and manage time and responsibilities effectively in a remote setting.

• Willingness to contribute to Alpaca’s growth as needed.

• Eagerness to learn and grow.

• Capability to manage relationships with customers across various company sizes.

• Team-oriented mindset emphasizing ownership, transparency, and partner-first service.

• Startup mentality suited for a fast-paced, high-growth environment (preferred).

• Experience with international B2B clients (preferred).

🏝️ Benefits

• Competitive salary and stock options.

• Comprehensive health benefits.

• New hire home-office setup: one-time allowance of USD $500.

• Monthly stipend of USD $150 provided via a Brex card.