Customer Success Manager - MENA
Your Role:
As a Customer Success Manager at Alpaca, you are the front line in our pursuit of enabling financial markets access for everyone on the planet. You’ll work with our partners (customers) from contract signature through renewal, ensuring they have a positive experience leading to successful outcomes. Reporting to the Director, Success, this role supports Alpaca’s B2B offerings, helping customers launch US securities and crypto trading apps worldwide.
Things You Get To Do:
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
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
Ad-hoc duties and responsibilities as assigned
Who You Are (Must-Haves):
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
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
Who You Might Be (Nice-to-Haves):
Startup mindset for a fast-paced, high-growth environment
Experience working with international B2B clients