Updated 19h ago

Customer Success Manager - LATAM at Alpaca · globalremotely

Who We Are:

Alpaca is a US-headquartered, global leader in agent-first brokerage infrastructure for stocks, ETFs, options, crypto, fixed income, 24/5 trading, and more.

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 10 million brokerage accounts.

Our global team is a diverse group of experienced engineers, traders, and brokerage professionals who are working to achieve our mission of opening 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 $400 million in funding from top-tier global investors including Portage Ventures, Spark Capital, Tribe Capital, Social Leverage, Horizons Ventures, Opera Tech Ventures, SBI Group, Derayah Financial, Unbound, Peak XV, Elefund, and Y Combinator.

Our Team Members:

We're a dynamic team of 400+ 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. Reporting to the Director, Success, this role supports Alpaca’s B2B offerings, helping customers launch US securities and crypto trading apps worldwide.

Things You Get To Do:

Act as the primary contact for B2B/enterprise customers, accountable for building and maintaining strong relationships with key contacts throughout the customer lifecycle
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 identify and monitor progress toward 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 across multiple groups, including Marketing, Product, and Operations
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 and optimization within Alpaca
Deliver QBRs and executive reports that align customer goals with platform outcomes
Serve as a trusted advisor to customers’ leadership teams, aligning Alpaca capabilities with their go-to-market strategy
Own the full customer lifecycle post-signature, including onboarding, activation, expansion, and renewal
Collaborate cross-functionally with Product, Sales, and our Broker-Dealer to leverage process understanding, champion partner needs, and influence roadmap priorities
Perform ad-hoc duties and responsibilities as assigned

Who You Are (Must-Haves):

4–6 years of experience in a customer success role managing customer relationships
Comfortable working US hours (ET) in a remote setup
Understanding of and experience with key technology concepts, such as SaaS and APIs
FinTech experience, especially within the broker-dealer business
Experience working with both 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 and when needed to help drive Alpaca's growth
Desire to learn
Ability to manage customer relationships across companies of various sizes
A team player who thrives on ownership, transparency, and being relentlessly partner-first. We move fast, support each other, and aim to grow together.