Customer Success Manager

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

📋 Description

• Serve as the main point of contact for B2B and enterprise clients, responsible for fostering strong and consistent relationships with key stakeholders throughout the customer journey, from application launch to contract renewal.

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

• Handle escalations, both internally and externally, with a strong emphasis on understanding customer needs.

• Regularly engage with customers to comprehend their business objectives, track their progress towards key outcomes, and proactively identify and address potential risks (relationship, commercial, etc.).

• Collaborate with partners to accurately predict growth and to track progress towards common goals.

• Promote the use of Alpaca features (both new and existing) among our active partners.

• Identify and share best practices as well as common pitfalls.

• Advocate for partners within the organization, ensuring Alpaca's alignment across various departments (marketing, product, operations, etc.).

• Cultivate positive relationships, both internally and externally, to facilitate overall success and navigate challenges.

• Provide internal updates and reports regarding the overall status, health, and risks of accounts.

• Create a success strategy aimed at promoting customer achievements.

• Identify opportunities for improvement and optimization within Alpaca.

• Undertake additional duties and responsibilities as assigned.

• Present Quarterly Business Reviews (QBRs) and executive reports that connect customer objectives to platform results.

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

• Manage the entire customer lifecycle after contract signature: onboarding, activation, expansion, and renewal.

• Work cross-functionally with Product, Sales, and our Broker Dealer to utilize process knowledge to advocate for partner needs and influence roadmap priorities.

⛳️ Requirements

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

• Willingness to work EMEA hours (GST/GMT/ET) within a remote environment.

• Familiarity with key technology concepts, including SaaS and APIs.

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

• Background working with both large and small companies.

• A strong interest in Alpaca's mission to provide financial services access to everyone globally.

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

• Openness to step in when necessary to support Alpaca's growth.

• Eagerness to learn and grow.

• Capability to manage customer relationships across a range of company sizes.

• A collaborative team player who values ownership, transparency, and a partner-first mentality. We move swiftly, support one another, and strive for collective growth.

🏝️ Benefits

• Competitive salary and stock options.

• Comprehensive health benefits.

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

• Monthly stipend of USD $150 via a Brex Card.