Global Customer Success Manager - FinTech Trading APIs
Alpaca
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Benefits offered by this job
Job summary
Alpaca is seeking a Customer Success Manager to lead post-signature lifecycle, from onboarding to renewal, for B2B and enterprise partners. You’ll work with our broker-dealer and crypto offerings to enable US securities and crypto trading apps globally, ensuring onboarding, activation, expansion, and renewal are successful.
You will collaborate cross-functionally with Product, Sales, and our Broker-Dealer teams, manage escalations, forecast growth, and drive adoption of Alpaca features while
Qualifications
- 4-6 years of experience in a customer success role
- Direct professional experience at a brokerage, broker-dealer, crypto exchange, or trading platform
- Hands-on understanding of brokerage or crypto trading operations
- Comfortable working US hours (ET) in a remote setup
- Familiarity with SaaS and APIs in tech environments
Responsibilities
- Act as primary contact for B2B/enterprise customers and manage relationships
- Ensure customer satisfaction, retention and success
- Manage escalations with a focus on empathy
- Monitor customers' progress and mitigate risks
- Forecast growth with partners and track shared goals
- Drive adoption of Alpaca features among Live Partners
- Represent customers across Marketing, Product, and Operations
- Provide internal reporting on account health and risk
- Deliver QBRs and executive reports aligning goals with outcomes
- Own the full lifecycle post-signature: onboarding, activation, expansion, renewal
Skills
Job description
Alpaca is seeking a Customer Success Manager to lead post-signature lifecycle, from onboarding to renewal, for B2B and enterprise partners. You’ll work with our broker-dealer and crypto offerings to enable US securities and crypto trading apps globally, ensuring onboarding, activation, expansion, and renewal are successful.
You will collaborate cross-functionally with Product, Sales, and our Broker-Dealer teams, manage escalations, forecast growth, and drive adoption of Alpaca features while
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