Customer Success Manager – Enterprise, Financial Institutions

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

📋 Description

• Manage post-launch relationships with B2B and enterprise partners in Japan from the go-live phase through to renewal.

• Serve as the main point of contact for customers during onboarding, activation, expansion, and renewal processes.

• Ensure high levels of customer satisfaction, retention, and successful outcomes for fintech and enterprise financial-services clients.

• Create and implement customer-success strategies that align with business objectives, growth forecasts, risk management, and best practices.

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

• Handle internal and external escalations in both Japanese and English.

• Convey account health internally and influence product and operational priorities across different functions.

• Develop customer-success strategies specifically tailored to meet the needs of the Japanese market and enterprise standards.

• Assist in pre-sales discussions with potential enterprise and fintech clients in Japan.

• Facilitate API integration by connecting technical and business stakeholders and coordinating with solutions and engineering teams.

• Share field insights to enhance Alpaca’s go-to-market strategy in Japan.

⛳️ Requirements

• Proficient in Japanese at a native level and English at a business level.

• Experience in client coverage within Japan’s financial sector, including areas such as brokerage, asset management, banking, securities, or similar fields.

• 4–6 years of experience in customer success, account management, or client engagement.

• Proven experience working with enterprise financial institutions in the Japanese financial landscape.

• Background in fintech, broker-dealer operations, capital markets, or other related financial services.

• Familiarity with trading workflows and products, including US equities and options.

• Understanding of SaaS, APIs, and technology-driven financial services.

• Capability to work independently and adjust to a fast-paced remote working environment.

• Collaborative approach with a partner-first mentality, demonstrating ownership, curiosity, and a readiness to learn.

🏝️ 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

• Equal opportunity workplace dedicated to pursuing and hiring a diverse workforce