customer support
Posted 2 weeks agoCustomer Success Manager
at Alpaca
Remote
Responsibilities
- Own the full partner lifecycle post-signature: onboarding support, activation, adoption, expansion, and renewal.
- Run regular partner meetings to understand business priorities, monitor progress against key results, and proactively identify and mitigate risk (relationship, commercial, operational, regulatory).
- Manage day-to-day partner queries through the service desk / ticketing system, coordinating across internal teams (Engineering, Operations, Compliance, Broker-Dealer) to deliver timely, accurate responses.
- Write meeting minutes, track action points to closure, and keep internal stakeholders informed on account status, health, and risk.
- Deliver QBRs and executive reviews that align partner goals to platform outcomes, and serve as a trusted advisor to partner leadership teams.
- Drive adoption of new and existing Alpaca features among our Live UK partners.
- Identify and disseminate best practices, common pitfalls, and partner trends; feed insights back to Product and Sales to influence roadmap priorities.
- Review and continuously improve internal and external processes for the UK Client Relationship function.
- Manage escalations, internally and externally, with empathy and urgency.
Requirements
- 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.
- experience leading to successful outcomes.
- Become deeply knowledgeable on the Alpaca UK / EU APIs and product suite, and be able to explain to partners how to use our APIs to build and grow their propositions.
- experience in a customer success, relationship management, or client services role at a financial services, fintech, or B2B SaaS company.
- Working knowledge of UK financial products (e.g. GIA, ISA, SIPP, equities, ETFs, FX, custody) - enough to engage credibly with partners on day one and reduce ramp-up time.
- Understanding of, and comfort with, key technology concepts such as SaaS and APIs; able to read API documentation and translate it into partner-friendly guidance.
- Strong people skills and the ability to build and maintain relationships, internally and externally, across different stakeholders (engineering, commercial, compliance, executive).