Customer Success Manager - LATAM

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, totalling over 10 million brokerage accounts.

Our global team is a diverse group of 400+ distributed members spanning the USA, Canada, Japan, Hungary, Nigeria, Brazil, the UK, and beyond. We are proudly backed by $400 million in funding from top-tier global investors including Portage Ventures, Spark Capital, Tribe Capital, Social Leverage, and Y Combinator.

Your Role

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 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 offerings, helping customers launch US securities and crypto trading apps worldwide.

Things You Get To Do

• Relationship Management: Act as the primary contact for B2B/enterprise customers, accountable for building and maintaining strong relationships with key contacts throughout the customer lifecycle.
• Customer Success & Retention: Ensure customer satisfaction, retention, and success while managing internal and external escalations with empathy.
• Risk Mitigation: Maintain regular contact with customers to understand business priorities, monitor progress toward key results, and identify/mitigate relationship and commercial risks.
• Growth & Adoption: Work with partners to forecast growth, monitor progress toward shared goals, and drive adoption of new and existing Alpaca features among Live Partners.
• Internal Advocacy: Represent the partner internally across multiple groups (Marketing, Product, Operations) and provide reporting on overall account status, health, and risk.
• Strategic Advisory: Deliver QBRs and executive reports that align customer goals with platform outcomes, serving as a trusted advisor to customers' leadership teams.
• Lifecycle Ownership: Own the full customer lifecycle post-signature, including onboarding, activation, expansion, and renewal.
• Cross-Functional Collaboration: Collaborate with Product, Sales, and our Broker-Dealer to champion partner needs and influence roadmap priorities.

Who You Are (Must-Haves)

• Experience: 4–6 years of experience in a customer success role managing customer relationships.
• Working Hours: Comfortable working US hours (ET) in a remote setup.
• Technical Knowledge: Understanding of and experience with key technology concepts, such as SaaS and APIs.
• Industry Experience: FinTech experience, especially within the broker-dealer business.
• Versatility: Experience working with both large and small companies, with the ability to manage relationships across various company sizes.
• Mission-Driven: A dedicated interest in Alpaca's mission to enable financial services access to everyone.
• Remote Work Skills: Ability to work remotely and independently, self-manage time, and adapt flexibly to drive Alpaca's growth.
• Core Values: A team player who thrives on ownership, transparency, and being relentlessly partner-first.

Who You Might Be (Nice-to-Haves)

• Startup mindset suited to a fast-paced, high-growth environment.
• Experience working with international B2B clients.

How We Take Care of You

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