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About the role
Key responsibilities & impact- 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.
- Own the full customer lifecycle post-signature: onboarding, activation, expansion, and renewal.
- Collaborate cross-functionally with Product, Sales, and our Broker Dealer to leverage process understanding to champion partner needs and influence roadmap priorities.
Requirements
What you’ll need- 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.
Benefits
Comp & perks- 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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer successrelationship managementSaaSAPIsFinTechonboardingactivationexpansionrenewalforecasting
Soft Skills
customer empathycommunicationcollaborationflexibilityself-managementownershiptransparencyteam playerdesire to learnproblem-solving