Customer Success Manager - Americas

About Alpaca

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, totaling over 10 million brokerage accounts.

Our global team is a diverse group of 400+ experienced engineers, traders, and brokerage professionals spread across the USA, Canada, Japan, Hungary, Nigeria, Brazil, the UK, and beyond. Alpaca is 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.

The Role

As a Customer Success Manager at Alpaca, you are on the front line in our pursuit of enabling financial markets access for everyone on the planet. You will work with our partners (customers) from contract signature through renewal, ensuring they have a positive experience leading to successful outcomes.

Reporting to the Director of Success, this role supports Alpaca's B2B brokerage and crypto offerings, helping customers launch and scale US securities and crypto trading applications worldwide.

What You'll 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 business priorities, monitor progress toward key results, and identify/mitigate relationship or commercial risks.
• Work with partners to accurately forecast growth and monitor progress toward shared goals.
• Drive adoption of existing and new Alpaca features among Live Partners.
• Identify and disseminate best practices and pitfalls.
• Represent the partner internally across Product, Marketing, Operations, and Sales teams.
• Provide internal communication and reporting on account status, health, and risk.
• Deliver QBRs and executive reports that align customer goals with platform outcomes.
• Serve as a trusted advisor to customer leadership teams, aligning Alpaca capabilities with their go-to-market strategy.
• Own the full post-signature customer lifecycle, including onboarding, activation, expansion, and renewal.
• Collaborate cross-functionally with Product, Sales, and our Broker-Dealer team to champion partner needs and influence roadmap priorities.

What We're Looking For

• Experience: 4–6 years in a customer success role managing B2B customer relationships.
• Industry Background: Direct professional experience working at a brokerage, broker-dealer, crypto exchange, or trading platform.
• Domain Knowledge: Hands-on understanding of brokerage or crypto trading operations, including onboarding, account funding, trading workflows, and operational or compliance challenges in financial markets.
• Technical Proficiency: Understanding of key technology concepts, such as SaaS and developer APIs.
• FinTech Experience: Background within financial technology, specifically broker-dealer business models.
• Work Setup: Comfortable working US Eastern Time (ET) hours in a fully remote environment.
• Mindset: A team player who thrives on ownership, transparency, partner-first focus, and rapid execution.

Nice-to-Haves

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

Benefits & Perks

• Competitive salary and stock options
• Health benefits
• $500 USD one-time home-office setup stipend
• $150 USD monthly stipend via Brex card