Customer Success Manager

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 UK and EU partners (customers) from contract signature through renewal, ensuring they have a positive experience leading to successful outcomes. This role supports Alpaca's B2B offerings in the UK and EU helping partners launch and scale FCA-regulated investment, savings, and trading propositions across the UK and Europe.

You will be part of the Customer Success team and work closely with Sales, Product, Operations, and our Broker-Dealer to ensure partners get the most out of Alpaca’s APIs and custody services.

Things You Get to Do

• Act as the primary point of contact for a portfolio of B2B/enterprise partners across the UK and Europe (e.g. wealth, neo-broker, embedded-investing, and fintech app builders), accountable for healthy, trusted relationships from launch through renewal.
• 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).
• 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.
• 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.
• Work with partners to forecast growth (AUM, accounts, volumes) and to identify and monitor progress towards shared goals.
• 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.
• Ad-hoc duties and responsibilities as assigned.

Who You Are (Must-Haves)

• 3+ years of 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).
• Excellent verbal and written communication; comfortable writing minutes, status updates, and executive-ready summaries.
• Based in the UK or EU (or able to work UK / GMT–CET business hours in a remote setup).
• A high level of self-motivation, initiative, and ownership; able to self-manage time and obligations in a remote-first team.
• A dedicated interest in Alpaca's mission to enable financial services access to everyone on the planet.
• Team player who thrives on transparency and being relentlessly partner-first. We move fast, support each other, and aim to grow together.

Who You Might Be (Nice-to-Haves)

• Direct experience at a UK broker-dealer, custodian, wealth platform, or embedded-investing provider.
• FCA-regulated environment experience, or familiarity with CASS, COBS, or SMCR.
• Exposure to both startups and larger institutions.
• Startup mindset for a fast-paced, high-growth environment.
• Experience working with international B2B clients.
• Proficiency with Microsoft Office / Google Workspace and modern collaboration tools (Slack, Jira, ticketing systems).