Remote Enterprise FinTech Customer Success Lead

Portage Ventures GP Inc.; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Stock options

Health benefits

Home-office setup (USD 500)

Job summary

Alpaca, a US-headquartered fintech leader, is hiring a Customer Success Manager to drive onboarding, activation, expansion, and renewal for enterprise partners. You will manage relationships across the customer lifecycle, support trading and API onboarding, and collaborate with Product, Sales, and Broker-Dealer teams to align goals with platform outcomes.

Ideal candidates have 4–6 years in customer success within brokerage or crypto platforms, strong relationship skills, and a passion for

Qualifications

• 4–6 years in a customer success role
• Direct experience in 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
• Knowledge of SaaS and APIs
• FinTech experience, especially broker-dealer
• Experience with both large and small companies
• Interest in Alpaca's mission to enable financial services access
• Ability to work remotely and self-manage
• Team player with ownership and partner-first mindset

Responsibilities

• Act as the primary contact for B2B/enterprise customers throughout the lifecycle
• Ensure customer satisfaction, retention, and success
• Manage escalations with customer empathy
• Maintain regular contact to understand priorities and risks
• Forecast growth with partners and monitor progress toward goals
• Drive adoption of Alpaca features among Live Partners
• Share best practices and pitfalls
• Represent the partner internally with Marketing, Product, and Operations
• Provide internal reporting on account health and risk
• Develop a success strategy for customer outcomes
• Deliver QBRs and executive reports aligning goals with platform outcomes
• Own onboarding, activation, expansion, and renewal post-signature
• Collaborate cross-functionally to influence roadmap priorities
• Perform ad-hoc duties as assigned

Skills

Brokerage industry experience

SaaS & APIs

FinTech knowledge

Relationship management

Communication skills

Job description

Alpaca, a US-headquartered fintech leader, is hiring a Customer Success Manager to drive onboarding, activation, expansion, and renewal for enterprise partners. You will manage relationships across the customer lifecycle, support trading and API onboarding, and collaborate with Product, Sales, and Broker-Dealer teams to align goals with platform outcomes.

Ideal candidates have 4–6 years in customer success within brokerage or crypto platforms, strong relationship skills, and a passion for