Customer Success Manager - Americas

Remote - North America full timeRemote

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mid

H1B: no

Alpaca Customer Success Manager at Alpaca manages B2B/enterprise customer relationships from contract signature through renewal, ensuring customer satisfaction and success. The role supports Alpaca's brokerage and crypto offerings and handles escalations with a focus on customer empathy.

Responsibilities

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 contract signature through renewal, ensuring they have a positive experience leading to successful outcomes.
Reporting to the Director, Success, this role supports Alpaca's B2B brokerage and crypto offerings, helping customers launch and scale US securities and crypto trading applications worldwide.
We're looking for someone who brings hands-on experience in the brokerage, crypto exchange, or trading-platform industry and understands the unique operational, regulatory, and technical challenges of supporting customers in financial markets.
Things You Get To Do:
Act as the primary contact for B2B/enterprise customers, accountable for building and maintaining strong relationships with key contacts throughout the customer lifecycle
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 identify and monitor progress toward 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 across multiple groups, including Marketing, Product, and Operations

Qualification

FinTech experienceDesire to learn

Required

4–6 years of experience in a customer success role managing customer relationships
Direct professional experience working at a brokerage, broker-dealer, crypto exchange, or trading platform
Hands-on understanding of brokerage or crypto trading operations, including customer onboarding, account funding, trading workflows, and the operational or compliance challenges associated with financial markets
Comfortable working US hours (ET) in a remote setup
Understanding of and experience with key technology concepts, such as SaaS and APIs
FinTech experience, especially within the broker-dealer business
Experience working with both 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 and when needed to help drive Alpaca's growth
Desire to learn
Ability to manage customer relationships across companies of various sizes