Customer Success Manager - Europe

Job Description

Alpaca, a brokerage infrastructure technology company, is seeking a Customer Success Manager to join their team. This role is focused on supporting B2B partners in Europe, ensuring their success with Alpaca's platform from initial contract through renewal. The Customer Success Manager will be the primary point of contact for these partners, building strong relationships and driving adoption of Alpaca's features.

The Customer Success Manager will work remotely, maintaining regular contact with customers to understand their business priorities and mitigate risks. They will also collaborate with internal teams to represent the partner's needs and influence product roadmap priorities. This role requires a proactive individual with a strong understanding of SaaS and APIs, as well as excellent communication and relationship-building skills.

Responsibilities include:

• Acting as the primary contact for B2B/enterprise customers.
• Ensuring customer satisfaction, retention, and success.
• Managing escalations and maintaining regular contact with customers.
• Driving adoption of Alpaca features.
• Providing internal communication and reporting on account status.
• Delivering QBRs and executive reports.
• Collaborating cross-functionally with Product, Sales, and our Broker Dealer.

Requirements include:

• 4-6 years of experience in a customer success role.
• Comfortable working GMT/CET hours in a remote setup.
• Understanding of SaaS and APIs.
• Ability to work remotely and independently.
• Desire to learn and manage customer relationships.

Alpaca offers:

• Competitive Salary & Stock Options
• Health Benefits
• New Hire Home-Office Setup: One-time USD $500
• Monthly Stipend: USD $150 per month via a Brex Card