Customer Success Manager - Europe

Diagram; Paris; Hybride; EUR 45 000 - 70 000; Plein temps

Résumé du poste

A leading company in brokerage technology is seeking a Customer Success Manager to enhance customer relationships and ensure successful outcomes for B2B partners. The role involves managing the full customer lifecycle, from onboarding to renewal, while driving adoption of Alpaca's features and maintaining strong relationships across multiple functions. Ideal candidates will have 4-6 years of customer success experience, a solid understanding of SaaS and APIs, and a commitment to Alpaca's mission of accessible financial services.

Prestations

Competitive Salary & Stock Options

Health benefits start on day 1

One-time USD $500 home-office setup

Monthly stipend of USD $150

Qualifications

• 4-6 years of experience in a customer success role.
• Comfortable working GMT/CET hours in a remote setup.
• FinTech experience is a plus.

Responsabilités

• Act as primary contact for B2B/enterprise customers.
• Ensure customer satisfaction, retention, and success.
• Drive adoption of Alpaca features among Live Partners.

Connaissances

Customer relationship management

SaaS understanding

API knowledge

Flexibility

Team collaboration

Description du poste

Alpaca is a US California headquartered brokerage infrastructure technology company and self-clearing broker-dealer, delivering execution and custody solutions for Stocks, ETFs, Options, Cryptocurrencies, and more, and has raised over $170 million in funding. Amongst our subsidiaries, Alpaca is a licensed financial services company in multiple countries, and we serve hundreds of financial institutions globally such as broker-dealers, investment advisors, hedge funds, and crypto exchanges.

Alpaca’s globally distributed team members bring in diverse experiences such as engineers, traders, and brokerage professionals to achieve our Mission of opening financial services to everyone on the planet. We are also deeply committed to open-source contributions and fostering a vibrant community. We will continue to enhance and improve our award-winning developer-friendly API and the infrastructure behind it.

Our Team Members:

We’re a team of 150+ globally distributed members who love working from our favorite places worldwide. Our team spans the USA, Canada, Japan, Hungary, Nigeria, Brazil, the United Kingdom, and more!

We’re looking for candidates eager to join Alpaca’s growing organization, who are excited about our Mission of “Open financial services to everyone on the planet and share our Values of “Stay Curious,” “Have Empathy,” and “Be Accountable.”

As a Customer Success Manager at Alpaca, you are the front line in our pursuit of enabling everyone on the planet access to financial markets. You’ll work with our partners (customers) from contract signature through renewal, ensuring they have a positive experience leading to successful outcomes. This role supports Alpaca’s B2B offerings -- you will help customers to launch US securities and crypto trading apps around the world.

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 to achieving key results, and constantly identify and mitigate risk (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 champion partner needs and influence roadmap priorities

4-6 years of experience in a customer success role, managing customer relationships

Comfortable working GMT/CET hours in a remote setup

Understanding of and experience with key technology concepts, such as SaaS and APIs

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.

FinTech experience is a plus, especially with broker-dealer business

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
• Benefits: Health benefits start on day 1. In the US this includes Medical, Dental, Vision. In Canada, this includes supplemental health care. In Japan, you are offered local benefits. Internationally, this includes a stipend value to offset medical costs.
• New Hire Home-Office Setup: One-time USD $500
• Monthly Stipend: USD $150 per month via a Brex Card
• Work with awesome hard working people, super smart and cool clients and innovative partners from around the world

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

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