Customer Success Manager - EMEA

Alpaca is a US-headquartered self-clearing broker-dealer and brokerage infrastructure company looking for a Customer Success Manager. This role involves managing relationships with B2B partners to ensure customer satisfaction, retention, and success throughout the customer lifecycle, from app launch to renewal.

Responsibilities:

• 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:

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