Customer Success Manager - LATAM

Who We Are

Alpaca is a US-headquartered, global leader in agent-first brokerage infrastructure for stocks, ETFs, options, crypto, fixed income, 24/5 trading, and more. Alpaca is a licensed financial services company serving hundreds of financial institutions across 40 countries with institutional-grade APIs, including broker-dealers, investment advisors, wealth managers, hedge funds, and crypto exchanges, totaling over 10 million brokerage accounts.

Our Team Members

We're a dynamic team of 400+ globally distributed members who thrive working from our favorite places around the world, with teammates spanning the USA, Canada, Japan, Hungary, Nigeria, Brazil, the UK, and beyond. We're searching for passionate individuals eager to contribute to Alpaca's rapid growth. If you align with our core values—Stay Curious, Have Empathy, and Be Accountable—and are ready to make a significant impact, we encourage you to apply.

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 partners from contract signature through renewal, ensuring they have a positive experience leading to successful outcomes. Reporting to the Director, Success, this role supports Alpaca’s B2B offerings, helping customers launch US securities and crypto trading apps worldwide.

Things You Get To Do

• Act as the primary contact for B2B/enterprise customers, accountable for building and maintaining strong 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 toward achieving key results, and continually identify and mitigate risks
• Work with partners to accurately forecast growth and identify and monitor progress toward shared goals
• Drive adoption of Alpaca features among Live Partners
• Identify and disseminate best practices and pitfalls
• Represent the partner internally across multiple groups, including Marketing, Product, and Operations
• Maintain positive relationships, internally and externally, to drive overall success and overcome obstacles
• Provide internal communication and reporting on overall account status, health, and risk
• Develop a success strategy for ensuring customer success
• Identify areas and consider solutions for improvement and optimization within Alpaca
• Deliver QBRs and executive reports that align customer goals with platform outcomes
• Serve as a trusted advisor to customers’ leadership teams, aligning Alpaca capabilities with their go-to-market strategy
• Own the full customer lifecycle post-signature, including onboarding, adoption, retention, and growth