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 opportunities for expansion.