Alpaca

Customer Success Manager

Alpaca

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Job 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