Customer Success Manager

Alpaca is a US-headquartered self-clearing broker-dealer and brokerage infrastructure company. They are seeking a Customer Success Manager to work with their UK and EU partners, ensuring a positive experience and successful outcomes from contract signature through renewal.

Responsibilities:

• Act as the primary point of contact for a portfolio of B2B/enterprise partners across the UK and Europe (e.g. wealth, neo-broker, embedded-investing, and fintech app builders), accountable for healthy, trusted relationships from launch through renewal
• Own the full partner lifecycle post-signature: onboarding support, activation, adoption, expansion, and renewal
• Run regular partner meetings to understand business priorities, monitor progress against key results, and proactively identify and mitigate risk (relationship, commercial, operational, regulatory)
• Become deeply knowledgeable on the Alpaca UK / EU APIs and product suite, and be able to explain to partners how to use our APIs to build and grow their propositions
• Manage day-to-day partner queries through the service desk / ticketing system, coordinating across internal teams (Engineering, Operations, Compliance, Broker-Dealer) to deliver timely, accurate responses
• Write meeting minutes, track action points to closure, and keep internal stakeholders informed on account status, health, and risk
• Deliver QBRs and executive reviews that align partner goals to platform outcomes, and serve as a trusted advisor to partner leadership teams
• Work with partners to forecast growth (AUM, accounts, volumes) and to identify and monitor progress towards shared goals
• Drive adoption of new and existing Alpaca features among our Live UK partners
• Identify and disseminate best practices, common pitfalls, and partner trends; feed insights back to Product and Sales to influence roadmap priorities
• Review and continuously improve internal and external processes for the UK Client Relationship function
• Manage escalations, internally and externally, with empathy and urgency
• Ad-hoc duties and responsibilities as assigned

Requirements:

• 3+ years of experience in a customer success, relationship management, or client services role at a financial services, fintech, or B2B SaaS company
• Working knowledge of UK financial products (e.g. GIA, ISA, SIPP, equities, ETFs, FX, custody) - enough to engage credibly with partners on day one and reduce ramp-up time
• Understanding of, and comfort with, key technology concepts such as SaaS and APIs; able to read API documentation and translate it into partner-friendly guidance
• Strong people skills and the ability to build and maintain relationships, internally and externally, across different stakeholders (engineering, commercial, compliance, executive)
• Excellent verbal and written communication; comfortable writing minutes, status updates, and executive-ready summaries
• Based in the UK or EU (or able to work UK / GMT–CET business hours in a remote setup)
• A high level of self-motivation, initiative, and ownership; able to self-manage time and obligations in a remote-first team
• A dedicated interest in Alpaca's mission to enable financial services access to everyone on the planet
• Team player who thrives on transparency and being relentlessly partner-first. We move fast, support each other, and aim to grow together
• Direct experience at a UK broker-dealer, custodian, wealth platform, or embedded-investing provider
• FCA-regulated environment experience, or familiarity with CASS, COBS, or SMCR
• Exposure to both startups and larger institutions
• Startup mindset for a fast-paced, high-growth environment
• Experience working with international B2B clients
• Proficiency with Microsoft Office / Google Workspace and modern collaboration tools (Slack, Jira, ticketing systems)