AlpacaUnited StatesCustomer Success Manager - LATAM
Own the post-signature lifecycle for B2B and enterprise fintech customers, driving onboarding, adoption, retention, expansion, and renewal. The role requires 4–6 years of customer success experience, SaaS and API familiarity, broker-dealer experience, and the ability to work remotely on US Eastern Time hours.
Salary not listed
Remote4+ YOECustomer Success
About the job
Responsibilities
- Act as the primary contact for B2B and enterprise customers throughout the customer lifecycle.
- Build and maintain strong customer relationships, ensuring satisfaction, retention, and success.
- Manage internal and external escalations with a focus on customer empathy.
- Maintain regular customer contact to understand business priorities, monitor progress toward key results, and identify and mitigate risks.
- Forecast growth with partners and monitor progress toward shared goals.
- Drive adoption of new and existing platform features among live partners.
- Identify and share best practices and pitfalls.
- Represent partners internally across Marketing, Product, and Operations.
- Provide internal communication and reporting on account status, health, and risk.
- Develop customer success strategies.
- Identify opportunities to improve and optimize internal processes.
- Deliver QBRs and executive reports aligning customer goals with platform outcomes.
- Serve as a trusted advisor to customer leadership teams, aligning platform capabilities with go-to-market strategies.
- Own the post-signature customer lifecycle, including onboarding, activation, expansion, and renewal.
- Collaborate with Product, Sales, and the Broker-Dealer to advocate for partner needs and influence roadmap priorities.
Requirements
- 4–6 years of experience in a customer success role managing customer relationships.
- Comfortable working US Eastern Time hours in a remote setup.
- Understanding of key technology concepts such as SaaS and APIs.
- FinTech experience, especially in the broker-dealer business.
- Experience working with both large and small companies.
- Ability to work remotely and independently and manage time and obligations.
- Flexibility to support business needs in a fast-paced environment.
- Ability to manage customer relationships across companies of various sizes.
- Collaborative, ownership-oriented, transparent, partner-first approach.
Nice-to-haves
- Startup experience in a fast-paced, high-growth environment.
- Experience working with international B2B clients.
Compensation and Benefits
- Competitive salary and stock options.
- Health benefits.
- One-time USD $500 new-hire home-office setup benefit.
- USD $150 per month stipend via a Brex Card.
Skills
SaaSAPIsFintechBroker-Dealer OperationsCustomer Relationship ManagementCustomer RetentionCustomer OnboardingAccount ExpansionRenewalsQBRs
