Customer Success Manager

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

📋 Description

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

• Enhance customer satisfaction, retention, and overall success.

• Handle both internal and external escalations while prioritizing customer empathy.

• Maintain consistent communication with customers to grasp their priorities, track progress, and identify as well as mitigate potential risks.

• Project growth and keep track of progress towards shared objectives with partners.

• Promote the adoption of Alpaca features among Live Partners.

• Recognize and share best practices and potential challenges.

• Advocate for partner needs within internal teams such as marketing, product, operations, and others.

• Provide internal updates and reports regarding account status, health, and associated risks.

• Formulate strategies for customer success.

• Pinpoint opportunities for improvement and optimization within Alpaca.

• Conduct quarterly business reviews (QBRs) and executive reports that align customer objectives with platform results.

• Act as a trusted advisor to the leadership teams of customers.

• Manage the onboarding, activation, expansion, and renewal processes after the signing of contracts.

• Collaborate across departments, including Product, Sales, and Broker Dealer, to advocate for partner needs and influence the prioritization of the roadmap.

• Undertake additional duties and responsibilities as assigned.

⛳️ Requirements

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

• Comfortable working EMEA hours (GST/GMT/ET) in a remote environment.

• Knowledge of and experience with SaaS and APIs.

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

• Experience working with both large and small organizations.

• Genuine interest in Alpaca's mission to provide global access to financial services.

• Capability to work remotely, manage time effectively, and fulfill responsibilities independently.

• Willingness to contribute to Alpaca’s growth wherever and whenever necessary.

• Proficient in managing customer relationships across a range of company sizes.

• Startup mentality suited for a dynamic, high-growth setting.

• Experience engaging with international B2B clients.

• Team-oriented with a focus on ownership, transparency, and prioritizing partner needs.

🏝️ 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