Customer Success Manager - APAC

Alpaca; Remote; CAD 80,000 - 100,000; Full time

Job summary

A financial services company is seeking a Customer Success Manager to manage B2B relationships, ensuring customer satisfaction, retention, and successful outcomes. The role involves supporting partners during the customer lifecycle, from onboarding to renewal, while working remotely. The ideal candidate has 4-6 years of experience in customer success, understands SaaS and APIs, and can work APAC hours. Competitive salary and benefits include stock options and monthly stipends.

Benefits

Competitive Salary & Stock Options

Home-Office Setup: One-time USD $500

Monthly Stipend: USD $150

Qualifications

• 4-6 years of experience in customer success.
• Comfortable working APAC hours in a remote setup.
• Ability to manage relationships across various-sized companies.

Responsibilities

• Act as primary contact for B2B customers throughout their lifecycle.
• Ensure customer satisfaction and retention.
• Develop a success strategy for customer success.
• Drive adoption of Alpaca features among partners.

Skills

Customer relationship management

SaaS and APIs understanding

FinTech experience

Remote work capability

Team player mentality

Job description

Alpaca is a US-headquartered self-clearing broker-dealer and brokerage infrastructure for stocks, ETFs, options, crypto, fixed income, 24/5 trading, and more. Our recent Series C funding round brought our total investment to over $170 million, fueling our ambitious vision.

Amongst our subsidiaries, Alpaca is a licensed financial services company, serving hundreds of financial institutions across 40 countries with our institutional-grade APIs. This includes broker-dealers, investment advisors, wealth managers, hedge funds, and crypto exchanges, totalling over 6 million brokerage accounts.

Our global team is a diverse group of experienced engineers, traders, and brokerage professionals who are working to achieve our mission of opening financial services to everyone on the planet. We're deeply committed to open-source contributions and fostering a vibrant community, continuously enhancing our award-winning, developer-friendly API and the robust infrastructure behind it.

Our Team Members:
We're a dynamic team of 230+ globally distributed members who thrive working from our favorite places around the world, with teammates spanning the USA, Canada, Japan, Hungary, Nigeria, Brazil, the UK, and beyond!

We're searching for passionate individuals eager to contribute to Alpaca's rapid growth. If you align with our core values—Stay Curious, Have Empathy, and Be Accountable—and are ready to make a significant impact, we encourage you to apply.

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—you will help customers launch trading apps and open financial services to everyone on the planet.

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.
• 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.

Who You Are (Must-Haves):

• 4-6 years of experience in a customer success role, managing customer relationships.
• Comfortable working APAC hours (SGT/ACT/IST) 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.

Who You Might Be (Nice‑to‑Haves):

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

How We Take Care of You:

• Competitive Salary & Stock Options.
• New Hire Home‑Office Setup: One‑time USD $500.
• Monthly Stipend: USD $150 per month via a Brex Card.

Alpaca is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.

Interested in building your career at Alpaca? Get future opportunities sent straight to your email.