Customer Success Manager
AiDash
Customer Success Manager
Alpaca
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- 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 to achieving key results, and constantly identify and mitigate risk (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 champion partner needs and influence roadmap priorities
Requirements
- 4-6 years of experience in a customer success role, managing customer relationships
- Comfortable working EST/PST hours in a remote setup
- Understanding of and experience with key technology concepts, such as SaaS and APIs
- 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 quickly, support one another, and aim to grow together.
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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successcustomer relationship managementSaaSAPIsaccount managementonboardingactivationexpansionrenewalforecasting
Soft skills
customer empathycommunicationcollaborationflexibilityself-managementownershiptransparencyteam playerproblem-solvingadaptability
