At a Glance
- Tasks: Manage relationships with B2B partners, ensuring their success and satisfaction with our services.
- Company: Join Alpaca, a leading fintech company revolutionising financial services globally.
- Benefits: Enjoy competitive salary, stock options, health benefits, and a home-office setup stipend.
- Other info: Work remotely with a dynamic, diverse team across the globe.
- Why this job: Be part of a mission to make financial services accessible to everyone worldwide.
- Qualifications: 3+ years in customer success or client services within fintech or B2B SaaS.
The predicted salary is between 60000 - 80000 £ per year.
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. Amongst our subsidiaries, Alpaca is a licensed financial services company, serving hundreds of financial institutions across 40 countries with our institutional‑grade APIs. This includes broker‑dealers, investment advisors, wealth managers, hedge funds, and crypto exchanges, totalling over 9 million brokerage accounts.
Our global team is a diverse group of experienced engineers, traders, and brokerage professionals who are working to achieve our mission of opening financial services to everyone on the planet. We are deeply committed to open‑source contributions and fostering a vibrant community, continuously enhancing our award‑winning, developer‑friendly API and the robust infrastructure behind it.
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, 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.
- 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 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 and to identify and monitor progress toward 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.
- Understanding of, and comfort with, key technology concepts such as SaaS and APIs.
- Strong people skills and the ability to build and maintain relationships across different stakeholders.
- Excellent verbal and written communication.
- 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.
- 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.
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.
- 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.
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 in London employer: Alpaca
At Alpaca, we pride ourselves on being an exceptional employer that champions a remote-first work culture, allowing our diverse team to thrive from anywhere in the world. As a Customer Success Manager, you'll enjoy competitive salaries, stock options, and generous health benefits, alongside a supportive environment that fosters professional growth and collaboration. Join us in our mission to democratise financial services while working with innovative partners across the UK and EU, all within a dynamic and inclusive team dedicated to your success.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in London
✨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 APIs and services. The more you know, the better you can showcase how you’ll help partners succeed.
✨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 let your personality shine!
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you note expressing your enthusiasm for the role. It shows you’re genuinely interested and keeps you top of mind.
We think you need these skills to ace Customer Success Manager in London
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 experience in customer success, especially in financial services or fintech, and show how it aligns with Alpaca's mission.
Showcase Your Communication Skills:Since you'll be dealing with partners regularly, it's crucial to demonstrate your excellent verbal and written communication skills. Use clear, concise language in your application to reflect this.
Highlight Relevant Experience:Don’t forget to mention any direct experience you have with UK financial products or APIs. This will help us see that you're ready to hit the ground running and can engage credibly with our partners.
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 your initiative!
How to prepare for a job interview at Alpaca
✨Know Your Stuff
Make sure you have a solid understanding of Alpaca's APIs and the financial products relevant to the role. Brush up on UK financial products like ISAs and ETFs, so you can engage confidently with your interviewers.
✨Showcase Your People Skills
As a Customer Success Manager, building relationships is key. Prepare examples of how you've successfully managed client relationships in the past, highlighting your communication skills and ability to resolve conflicts.
✨Be Proactive
Demonstrate your initiative by discussing how you've identified and solved problems for clients before they escalated. This shows that you’re not just reactive but can anticipate needs and drive success.
✨Align with Their Mission
Familiarise yourself with Alpaca’s mission to open financial services to everyone. Be ready to discuss why this resonates with you and how you can contribute to their goals, showing that you're genuinely invested in their vision.
