At a Glance
- Tasks: Be the go-to person for B2B partners, ensuring their success and satisfaction.
- Company: Join Alpaca, a leading fintech company revolutionising financial market access.
- Benefits: Enjoy competitive salary, stock options, health benefits, and a home-office setup stipend.
- Other info: Work remotely with a dynamic team dedicated to growth and innovation.
- Why this job: Make a real impact in the fintech world while building strong partner relationships.
- Qualifications: 3+ years in customer success or relationship management in fintech or B2B SaaS.
The predicted salary is between 50000 - 70000 £ per year.
Who We Are
Alpaca is a US‑headquartered self‑clearing broker‑dealer and brokerage infrastructure for stocks, ETFs, options, crypto, fixed income, 24/5 trading, and more. Our recent Series D funding round brought our total investment to over $320 million, fueling our ambitious vision.
Our Team
Alpaca is proudly backed by top‑tier global investors, including Portage Ventures, Spark Capital, Tribe Capital, Social Leverage, Horizons Ventures, Unbound, SBI Group, Derayah Financial, Elefund, and Y Combinator. Our global team consists of 380+ members spanning the USA, Canada, Japan, Hungary, Nigeria, Brazil, the UK, and beyond. We are a diverse group of experienced engineers, traders, and brokerage professionals committed to open‑source contributions and a vibrant community.
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 will work with our UK and EU partners from contract signature through renewal, ensuring 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.
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 progress towards shared goals.
- Drive adoption of new and existing Alpaca features among our Live UK partners.
- Identify and disseminate best practices, common pitfalls, and partner trends; feed insights back to Product and Sales to influence roadmap priorities.
- Review and continuously improve internal and external processes for the UK Client Relationship function.
- Manage escalations, internally and externally, with empathy and urgency.
- Ad‑hoc duties and responsibilities as assigned.
Who You Are (Must‑Haves)
- 3+ years of experience in a customer success, relationship management, or client services role at a financial services, fintech, or B2B SaaS company.
- Working knowledge of UK financial products (e.g., GIA, ISA, SIPP, equities, ETFs, FX, custody) – enough to engage credibly with partners on day one and reduce ramp‑up time.
- Understanding of, and comfort with, key technology concepts such as SaaS and APIs; able to read API documentation and translate it into partner‑friendly guidance.
- Strong people skills and the ability to build and maintain relationships, internally and externally, across different stakeholders (engineering, commercial, compliance, executive).
- Excellent verbal and written communication; comfortable writing minutes, status updates, and executive‑ready summaries.
- Based in the UK or EU (or able to work UK / GMT–CET business hours in a remote setup).
- A high level of self‑motivation, initiative, and ownership; able to self‑manage time and obligations in a remote‑first team.
- A dedicated interest in Alpaca’s mission to enable financial services access to everyone on the planet.
- Team player who thrives on transparency and being relentlessly partner‑first. We move fast, support each other, and aim to grow together.
Who You Might Be (Nice‑to‑Haves)
- Direct experience at a UK broker‑dealer, custodian, wealth platform, or embedded‑investing provider.
- FCA‑regulated environment experience, or familiarity with CASS, COBS, or SMCR.
- Exposure to both startups and larger institutions.
- Startup mindset for a fast‑paced, high‑growth environment.
- Experience working with international B2B clients.
- Proficiency with Microsoft Office / Google Workspace and modern collaboration tools (Slack, Jira, ticketing systems).
How We Take Care of You
- Competitive Salary & Stock Options
- Health Benefits
- New Hire Home‑Office Setup: One‑time USD $500
- Monthly Stipend: USD $150 per month via a Brex Card
Alpaca is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.
Customer Success Manager employer: Alpaca
At Alpaca, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. As a Customer Success Manager, you'll enjoy competitive salaries, stock options, and comprehensive health benefits, alongside a supportive environment that prioritises employee growth and development. With a diverse global team and a mission to democratise financial services, you'll find meaningful opportunities to make an impact while working with cutting-edge technology in the heart of the UK and EU markets.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Alpaca on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by knowing your stuff! Dive deep into Alpaca’s products and services, especially their APIs. Being able to discuss how you can help partners succeed will show you’re the right fit.
✨Tip Number 3
Show off your people skills! During interviews, share examples of how you've built strong relationships in past roles. This is key for a Customer Success Manager, so make sure they see your strengths.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the Alpaca team.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your relevant experience in customer success or relationship management, especially in financial services or fintech. We want to see how your skills align with our mission at Alpaca!
Showcase Your Communication Skills:Since this role involves a lot of communication, be sure to demonstrate your excellent verbal and written skills. Use clear and concise language in your application, and don’t forget to mention any experience you have with writing meeting minutes or executive summaries.
Highlight Your Technical Knowledge:We’re looking for someone who understands key technology concepts like SaaS and APIs. If you have experience reading API documentation or working with tech products, make sure to include that in your application. It’ll show us you can hit the ground running!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re proactive and keen to join our team at Alpaca!
How to prepare for a job interview at Alpaca
✨Know Your Stuff
Make sure you have a solid understanding of UK financial products and Alpaca's offerings. Brush up on terms like GIA, ISA, and ETFs so you can engage confidently with your interviewers.
✨Showcase Your People Skills
As a Customer Success Manager, relationship-building is key. Prepare examples of how you've successfully managed client relationships in the past, highlighting your communication skills and ability to resolve conflicts.
✨Demonstrate Your Tech Savvy
Familiarise yourself with SaaS and APIs, as these are crucial for the role. Be ready to discuss how you've used technology to enhance customer experiences or streamline processes in previous roles.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving abilities. Think of scenarios where you've had to manage partner expectations or navigate challenges, and be ready to explain your thought process and outcomes.
