Senior Customer Success Manager

Things You Get To Do:

• Act as primary contact for B2B/enterprise customers, accountable for driving healthy and constant relationships with key contacts throughout the customer lifecycle - from app launch to renewal.
• Ensure customer satisfaction, retention, and success. The goal is to launch customer apps and for customers to grow their accounts / AUM year over year
• Work with partners throughout the later stages of implementation to plan and prepare them for launch
• Manage escalations, internally and externally, with a focus on customer empathy
• Maintain regular contact with customers to understand their business priorities, monitor their progress to achieving key results, and constantly identify and mitigate risk (relationship, commercial, etc.)
• Work with partners to accurately forecast growth, and to identify and monitor progress towards shared goals
• Drive adoption of Alpaca features (new and existing) among the installed partner base
• Identify and disseminate best practices and pitfalls
• Represent the partner internally to ensure Alpaca across multiple groups (marketing, product, operations, etc.)
• 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/optimization within Alpaca
• Ad-hoc duties and responsibilities as assigned

Who You Are (Must-Haves):

• 6-8 years experience in a customer success role, managing customer relationships
• APAC or MENA region hours
• Understanding of and experience with key technology concepts, such as SaaS and APIs
• Exposure to, or employment with, large and small companies
• A 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
• Series 7 certification, or commitment to acquiring it within 6 months of start
• Flexibility to jump in where/when needed to help drive Alpaca's growth
• Desire to learn
• Ability to manage customer relationships, across various sized companies