Global Customer Success Manager — Brokerage & Crypto (Remote)

Diagram; United States; Remote; USD 90,000 - 140,000; Full time

Benefits offered by this job

Competitive Salary & Stock Options

Health Benefits

Home‑office setup allowance

Job summary

Alpaca is a US-headquartered, global leader in agent-first brokerage infrastructure. We’re seeking a Customer Success Manager to manage B2B partnerships from onboarding through renewal, ensuring successful outcomes and long-term relationships.

This role supports our US securities and crypto offerings, with remote work during US hours (ET). You’ll work across Product, Sales, and Operations to align platform capabilities with customer goals.

Qualifications

• 4–6 years of customer success experience with enterprise clients.
• Direct professional experience in a brokerage, broker‑dealer, crypto exchange, or trading platform.
• Hands‑on understanding of brokerage or crypto trading operations and related regulatory/operational challenges.

Responsibilities

• Act as the primary contact for B2B/enterprise customers and build strong relationships throughout the lifecycle.
• Ensure customer satisfaction, retention, and success.
• Manage escalations with a focus on customer empathy.
• Monitor customer progress, identify risks, and align them with mutual goals.
• Forecast growth with partners and drive feature adoption.
• Deliver QBRs and executive reports aligning customer goals with platform outcomes.
• Own onboarding, activation, expansion, and renewal post‑signature.
• Collaborate cross‑functionally with Product, Sales, and Broker‑Dealer teams.

Skills

Customer relationships

Brokerage experience

FinTech

SaaS/APIs

Remote work

Time management

Team player

Growth mindset

Job description

Alpaca is a US-headquartered, global leader in agent-first brokerage infrastructure. We’re seeking a Customer Success Manager to manage B2B partnerships from onboarding through renewal, ensuring successful outcomes and long-term relationships.

This role supports our US securities and crypto offerings, with remote work during US hours (ET). You’ll work across Product, Sales, and Operations to align platform capabilities with customer goals.