Enterprise Customer Success Manager – FinTech (Remote)

Social Leverage; Turkey; On-site; TRY 4,310,000 - 6,226,000; Full time

Benefits offered by this job

Stock options

Home-office setup

Monthly stipend

Job summary

Alpaca is seeking a Customer Success Manager to lead the post-signature lifecycle for our global customers. You’ll own onboarding, activation, expansion, and renewal, coordinating with Product, Sales, and our Broker Dealer teams to ensure outcomes align with customer goals.

You will act as the primary contact for enterprise clients, drive adoption of Alpaca features, and manage escalations with empathy. This role emphasizes remote, cross-geo collaboration and a partner-first mindset.

Qualifications

• 4-6 years in a customer success role.
• Comfortable working EMEA hours (GST/GMT/ET) in a remote setup.
• Understanding of and experience with 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.

Responsibilities

• 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

Skills

Customer relationships

SaaS concepts

APIs

FinTech

Remote work

Cross-functional

Time management

Broker-dealer

Tools

CRM systems

Analytics tools

Job description

Alpaca is seeking a Customer Success Manager to lead the post-signature lifecycle for our global customers. You’ll own onboarding, activation, expansion, and renewal, coordinating with Product, Sales, and our Broker Dealer teams to ensure outcomes align with customer goals.

You will act as the primary contact for enterprise clients, drive adoption of Alpaca features, and manage escalations with empathy. This role emphasizes remote, cross-geo collaboration and a partner-first mindset.