Customer Success Manager
New
A
Alpaca Fintech / SaaS
Based in the UK or EU (or able to work UK / GMT–CET business hours in a remote setup)., UK / GMT–CET business hoursFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 3+ years
- Required Skills
- Account ManagementRelationship managementStakeholder managementCustomer Success
Requirements
- 3+ years of experience in customer success, relationship management, or client services.
- Experience in financial services, fintech, or B2B SaaS.
- Working knowledge of UK financial products (e.g., GIA, ISA, SIPP, equities, ETFs, FX, custody).
- Understanding of technology concepts such as SaaS and APIs.
- Ability to read API documentation and provide partner-friendly guidance.
- Strong people skills for managing internal and external stakeholders.
- Excellent verbal and written communication skills.
- Based in UK or EU, or able to work UK/GMT–CET hours.
- Self-motivated with high initiative and ownership skills.
- Dedicated interest in financial services mission.
Responsibilities
- Act as primary point of contact for a portfolio of B2B/enterprise partners across the UK and Europe.
- Own the full partner lifecycle post-signature: onboarding support, activation, adoption, expansion, and renewal.
- Run regular partner meetings to understand business priorities and monitor progress.
- Proactively identify and mitigate relationship, commercial, operational, and regulatory risks.
- Develop deep knowledge on Alpaca UK / EU APIs to guide partners on implementation.
- Manage day-to-day partner queries through service desk/ticketing systems.
- Deliver QBRs and executive reviews to align partner goals with platform outcomes.
- Drive adoption of new features among Live UK partners.
- Feed partner trends and best practices back to Product and Sales teams.
- Manage internal and external escalations with urgency.
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