Customer Success Manager - Remote

Overview

As a Customer Success Manager at Alpaca, you will be the front line in enabling global access to financial markets, working with partners to ensure positive experiences and successful outcomes.

In Short

• Act as primary contact for B2B/enterprise customers, managing relationships from app launch to renewal.
• Ensure customer satisfaction, retention, and success.
• Manage escalations with a focus on customer empathy.
• Maintain regular contact with customers to understand their business priorities.
• Drive adoption of Alpaca features among Live Partners.
• Represent partners internally across multiple groups.
• Provide internal communication and reporting on account status.
• Develop a success strategy for customer success.
• Identify areas for improvement within Alpaca.
• Deliver QBRs and executive reports aligning customer goals to platform outcomes.

Requirements

• 4-6 years of experience in a customer success role.
• Comfortable working CET/GST/SGT hours in a remote setup.
• Understanding of key technology concepts like SaaS and APIs.
• Ability to work remotely and independently.
• Flexibility to help drive Alpaca's growth.
• Team player with a partner-first mindset.

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.