Customer Success Manager - EMEA
New
A
AlpacaFinTech
Comfortable working EMEA hours (GST/GMT/ET) in a remote setup, GST/GMT/ETFull-TimeMiddle
SalaryCompetitive Salary & Stock Options
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Job Details
- Experience
- 4-6 years
- Required Skills
- Data AnalysisRESTful APIsCustomer SuccessSaaSRelationship 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 both large and small company environments.
- Ability to work remotely and independently with strong self-management skills.
- Proven ability to manage customer relationships across various-sized organizations.
- Commitment to core values: Stay Curious, Have Empathy, and Be Accountable.
Responsibilities
- Act as primary contact for B2B/enterprise customers throughout the lifecycle from app launch to renewal.
- Ensure customer satisfaction, retention, and success through proactive relationship management.
- Manage internal and external escalations with a focus on customer empathy.
- Monitor partner progress toward business priorities and identify/mitigate commercial or relationship risks.
- Drive adoption of new and existing features among live partners.
- Represent partner needs internally to cross-functional teams including product, marketing, and operations.
- Deliver QBRs and executive reports aligning partner goals to platform outcomes.
- Own the full post-signature lifecycle including onboarding, activation, and expansion.
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