Customer Success Manager

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

📋 Description

• Serve as the main point of contact for B2B/enterprise clients throughout their entire customer journey.

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

• Handle both internal and external escalations effectively.

• Maintain communication with customers, track progress towards key outcomes, and identify as well as mitigate potential risks.

• Anticipate growth and monitor mutual objectives with partners.

• Promote the adoption of Alpaca features among active partners.

• Recognize and share best practices and common pitfalls.

• Represent partners internally across Marketing, Product, and Operations departments.

• Facilitate internal communication and provide reporting on account status, health, and associated risks.

• Develop strategies for customer success.

• Identify opportunities for improvement and optimization within Alpaca.

• Conduct quarterly business reviews (QBRs) and prepare executive reports.

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

• Oversee onboarding, activation, expansion, and renewal processes post-signature.

• Collaborate with Product, Sales, and the Broker-Dealer to advocate for partner requirements and influence roadmap priorities.

• Perform additional duties as assigned.

⛳️ Requirements

• 4–6 years of experience in a customer success role focusing on managing customer relationships.

• Direct professional experience in a brokerage, broker-dealer, crypto exchange, or trading platform environment.

• Practical knowledge of brokerage or crypto trading operations, including customer onboarding, account funding, trading workflows, and operational or compliance challenges in financial markets.

• Comfortable working during US hours (ET) in a remote work environment.

• Familiarity with SaaS and APIs.

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

• Proven experience collaborating with both large and small businesses.

• Strong interest in and alignment with Alpaca's mission.

• Ability to work independently and manage time and responsibilities effectively while remote.

• Flexibility to support Alpaca's growth initiatives.

• Capable of managing customer relationships across organizations of varying sizes.

• Experience in supporting B2B brokerage-as-a-service, embedded investing, or trading API platforms.

• Knowledge of US securities brokerage infrastructure, including clearing, custody, settlement, and broker-dealer compliance.

• Experience in supporting API integrations or technical onboarding for trading applications.

• Background in working with international B2B clients or fintech partners across diverse markets.

• Experience managing institutional trading customers or strategic fintech partnerships.

🏝️ 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.