Customer Success Manager, Alpaca

• 4-6 years experience in a customer success role, managing customer relationships
• Understanding of and experience with key technology concepts, such as SaaS and APIs
• Exposure to, or employment with, 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/when needed to help drive Alpaca's growth
• Desire to learn
• Ability to manage customer relationships across various-sized companies

Desirable

• 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 launch through renewal, ensuring they have a positive experience that leads to successful outcomes
• Reporting to the VP of Sales and Success, this role supports Alpaca’s B2B offerings
• You will help customers launch trading apps and open financial services to everyone on the planet
• Act as primary contact for B2B/enterprise customers, accountable for driving healthy and constant relationships with key contacts throughout the customer lifecycle - from app launch to renewal
• 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 to achieving key results, and constantly identify and mitigate risk (relationship, commercial, etc.)
• Work with partners to accurately forecast growth and to identify and monitor progress towards 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 to ensure Alpaca across multiple groups (marketing, product, operations, etc.)
• Maintain positive relationships, internally and externally, to drive overall success and overcome obstacles
• Provide internal communication and reporting on account status, health, and risk
• Develop a success strategy for ensuring customer success
• Identify areas and consider solutions for improvement/optimization within Alpaca
• Ad-hoc duties and responsibilities as assigned