Customer Success Manager - EMEA

Overview

Who We Are: Alpaca is a US-headquartered self-clearing broker-dealer and brokerage infrastructure for stocks, ETFs, options, crypto, fixed income, 24/5 trading, and more. Our recent Series D funding round brought our total investment to over $320 million, fueling our ambitious vision. Amongst our subsidiaries, Alpaca is a licensed financial services company, serving hundreds of financial institutions across 40 countries with our institutional-grade APIs. This includes broker-dealers, investment advisors, wealth managers, hedge funds, and crypto exchanges, totalling over 9 million brokerage accounts. Our global team is a diverse group of experienced engineers, traders, and brokerage professionals who are working to achieve our mission of opening financial services to everyone on the planet. We're deeply committed to open-source contributions and fostering a vibrant community, continuously enhancing our award-winning, developer-friendly API and the robust infrastructure behind it. Alpaca is proudly backed by top-tier global investors, including Portage Ventures, Spark Capital, Tribe Capital, Social Leverage, Horizons Ventures, Unbound, SBI Group, Derayah Financial, Elefund, and Y Combinator. Our Team Members are a dynamic group of 230+ globally distributed members who thrive working from our favorite places around the world, with teammates spanning the USA, Canada, Japan, Hungary, Nigeria, Brazil, the UK, and beyond. We're searching for passionate individuals eager to contribute to Alpaca's rapid growth. If you align with our core values-Stay Curious, Have Empathy, and Be Accountable-and are ready to make a significant impact, we encourage you to apply.

Responsibilities

Your Role: As a Customer Success Manager at Alpaca, you are the front line in our pursuit of enabling financial markets access for everyone on the planet. You'll work with our partners (customers) from launch through renewal or from contract signature through renewal, ensuring they have a positive experience leading to successful outcomes. This role supports Alpaca's B2B offerings-you will help customers launch trading apps and open financial services to everyone on the planet. Reporting to the Director, Success, this role involves owning the full customer lifecycle post-signature: onboarding, activation, expansion, and renewal. You will collaborate cross-functionally with Product, Sales, and our Broker Dealer to leverage process understanding to champion partner needs and influence roadmap priorities.

• Act as primary contact for B2B/enterprise customers, accountable for driving healthy and constant relationships with key contacts throughout the customer lifecycle - from app launch to renewal.
• Ensure customer satisfaction, retention, and success.
• Manage escalations, internally and externally, with a focus on customer empathy.
• Maintain regular contact with customers to understand their business priorities, monitor their progress toward achieving key results, and continually identify and mitigate risks (relationship, commercial, etc.).
• Work with partners to accurately forecast growth and to identify and monitor progress towards shared goals.
• Drive adoption of Alpaca features (new and existing) among our Live Partners
• Identify and disseminate best practices and pitfalls
• Represent the partner internally to ensure Alpaca across multiple groups (marketing, product, operations, etc.)
• Maintain positive relationships, internally and externally, to drive overall success and overcome obstacles.
• Provide internal communication and reporting on overall account status, health, and risk.
• Develop a success strategy for ensuring customer success
• Identify areas and consider solutions for improvement/optimization within Alpaca
• Ad-hoc duties and responsibilities as assigned
• Deliver QBRs and executive reports that align customer goals to platform outcomes.
• Serve as a trusted advisor to customers' leadership teams, aligning Alpaca capabilities to their go-to-market strategy.

Who You Are (Must-Haves)

• 4-6 years of experience in a customer success role, managing customer relationships
• Comfortable working EMEA hours (GST/GMT/ET) in a remote setup
• Understanding of and experience with key technology concepts, such as SaaS and APIs
• FinTech experience, especially with broker-dealer business
• Exposure to, or employment with, large and small companies
• A dedicated interest in Alpaca's mission, to enable financial services access to everyone on the planet
• Ability to work remotely and independently, and to self-manage time and obligations
• Flexibility to jump in where/when needed to help drive Alpaca's growth
• Desire to learn
• Ability to manage customer relationships across various-sized companies
• Team player that thrives on ownership, transparency, and being relentlessly partner-first. We move fast, support each other, and aim to grow together.

Nice-to-Haves

• Startup mindset for a fast-paced, high-growth environment
• Experience working with international B2B clients

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

Alpaca is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.
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