Customer Success Manager - MENA
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AlpacaFinTech
Remote - MENA, GST/GMT/ETFull-TimeMiddle
SalaryCompetitive Salary & Stock Options
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Job Details
- Experience
- 4-6 years
- Required Skills
- Data AnalysisRESTful APIsCustomer SuccessSaaSAccount ManagementRelationship management
Requirements
- 4-6 years of experience in a customer success role managing customer relationships.
- Comfortable working EMEA hours (GST/GMT/ET) in a remote setup.
- Understanding of and experience with key technology concepts, such as SaaS and APIs.
- FinTech experience, especially with broker-dealer business.
- Exposure to, or employment with, large and small companies.
- Dedicated interest in Alpaca's mission to enable financial services access to everyone on the planet.
- Ability to work remotely and independently, and to self-manage time and obligations.
- Flexibility to jump in where/when needed to help drive company growth.
- Desire to learn.
- Ability to manage customer relationships across various-sized companies.
- Team player that thrives on ownership, transparency, and being relentlessly partner-first.
Responsibilities
- Act as primary contact for B2B/enterprise customers, accountable for driving healthy and constant 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 their business priorities, monitor their progress, and identify/mitigate risks.
- Work with partners to accurately forecast growth and identify progress towards shared goals.
- Drive adoption of Alpaca features among live partners.
- Deliver QBRs and executive reports that align customer goals to platform outcomes.
- Serve as a trusted advisor to customers’ leadership teams, aligning Alpaca capabilities to their go-to-market strategy.
- Own the full customer lifecycle post-signature, including onboarding, activation, expansion, and renewal.
- Collaborate cross-functionally with Product, Sales, and Broker Dealer teams to champion partner needs and influence roadmap priorities.
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