Customer Success Manager

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

📋 Description

• Serve as the main contact for a portfolio of B2B/enterprise partners throughout the UK and Europe (such as wealth management, neo-brokers, embedded-investing, and fintech application developers), ensuring strong, trustworthy relationships from inception to renewal.

• Oversee the entire partner lifecycle following the contract signature: onboarding assistance, activation, adoption, expansion, and renewal.

• Conduct regular partner meetings to grasp business priorities, track progress against key objectives, and proactively identify and address risks (relationship, commercial, operational, regulatory).

• Acquire in-depth knowledge of the Alpaca UK/EU APIs and product offerings, and effectively guide partners on utilizing our APIs to enhance their services.

• Manage daily partner inquiries through the service desk/ticketing system, collaborating with internal teams (Engineering, Operations, Compliance, Broker-Dealer) to provide timely and accurate responses.

• Document meeting minutes, track action items to completion, and keep internal stakeholders updated on account status, health, and risks.

• Conduct quarterly business reviews (QBRs) and executive assessments that align partner objectives with platform results, serving as a trusted advisor to partner leadership teams.

• Collaborate with partners to project growth (AUM, accounts, volumes) and to identify and track progress toward shared objectives.

• Promote the adoption of new and existing Alpaca features among our active UK partners.

• Identify and share best practices, common challenges, and partner trends; provide insights back to Product and Sales to shape roadmap priorities.

• Review and continuously enhance internal and external processes within the UK Client Relationship function.

• Handle escalations, both internally and externally, with empathy and urgency.

• Perform additional duties and responsibilities as assigned.

⛳️ Requirements

• Over 3 years of experience in customer success, relationship management, or client services within a financial services, fintech, or B2B SaaS organization.

• Familiarity with UK financial products (including GIA, ISA, SIPP, equities, ETFs, FX, custody) sufficient to engage partners credibly from day one and minimize ramp-up time.

• Understanding of and comfort with essential technology concepts like SaaS and APIs; capable of interpreting API documentation and translating it into partner-friendly advice.

• Strong interpersonal skills and the ability to forge and sustain relationships with various stakeholders (engineering, commercial, compliance, executive), both internally and externally.

• Outstanding verbal and written communication skills; adept at drafting meeting minutes, status updates, and executive summaries.

• Located in the UK or EU (or able to work UK/GMT–CET business hours in a remote environment).

• High degree of self-motivation, initiative, and ownership; proficient in managing time and responsibilities within a remote-first team.

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

• A team player who thrives on transparency and is relentlessly focused on partners. We move quickly, support one another, and aim to grow together.

🏝️ 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