Customer Success Manager - APAC

Alpaca; Remote; SGD 70,000 - 100,000; Full time

Job summary

A fintech company based in Singapore is seeking a Customer Success Manager to drive relationships with B2B customers. This role involves ensuring customer satisfaction and managing the lifecycle from onboarding to renewal. Candidates should have 4-6 years in customer success, with a strong understanding of technology like SaaS and APIs. The ideal candidate will thrive in a remote environment and have a passion for financial services access for everyone. Join us to make a significant impact in the industry.

Qualifications

• 4-6 years of experience in a customer success role.
• Comfortable working APAC hours in a remote setup.
• Understanding key technology concepts like SaaS and APIs.

Responsibilities

• Act as primary contact for B2B customers, ensuring positive experiences.
• Manage escalations and maintain healthy customer relationships.
• Develop strategies for customer success and identify areas for improvement.

Skills

Customer relationship management

SaaS knowledge

API understanding

FinTech experience

Flexibility

Job description

Who We Are:

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 ofopening 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.

Alpaca is proudly backed by top‑tier global investors, including Portage Ventures, Spark Capital, Tribe Capital, Social Leverage, Horizons Ventures, Unbound, SBI Group, Derayah Financial, Elefund, and Y Combinator.

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. 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
• Ad‑hoc duties and responsibilities as assigned
• Deliver QBRs and executive reports that 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