Customer Success Manager - Americas

The role

You will manage the full customer lifecycle for B2B brokerage and crypto partners from contract signature through renewal. You will act as the primary contact to ensure customer satisfaction, retention, and successful outcomes.

What you will do

• Act as the primary contact for B2B/enterprise customers
• Ensure customer satisfaction, retention, and success
• Manage internal and external escalations
• Maintain regular contact to understand business priorities and mitigate risks
• Work with partners to forecast growth and monitor shared goals
• Drive adoption of Alpaca features among Live Partners
• Identify and disseminate best practices and pitfalls
• Represent the partner internally across Marketing, Product, and Operations
• Provide internal communication and reporting on account status, health, and risk
• Develop a success strategy and deliver QBRs and executive reports

Required qualifications

• 4–6 years of experience in a customer success role managing customer relationships
• Direct professional experience working at 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
• 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
• Ability to work remotely and independently and to self-manage time and obligations
• Flexibility to jump in where and when needed
• Desire to learn
• Ability to manage customer relationships across companies of various sizes

Nice to have

• Experience supporting B2B brokerage-as-a-service, embedded investing, or trading API platforms
• Familiarity with US securities brokerage infrastructure, including clearing, custody, settlement, and broker-dealer compliance
• Experience supporting API integrations or technical onboarding for trading applications
• Experience working with international B2B clients or fintech partners launching financial products across multiple markets
• Experience managing institutional trading customers or strategic fintech partnerships
• Startup mindset suited to a fast-paced, high-growth environment

Benefits

• 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

About the company

Alpaca is a US-headquartered, global leader in agent-first brokerage infrastructure for stocks, ETFs, options, crypto, fixed income, 24/5 trading, and more. It is a licensed financial services company serving hundreds of financial institutions across 40 countries.