Customer Success Manager - MENA

Responsibilities

• Act as the primary contact for B2B and enterprise customers throughout the customer lifecycle, from app launch to renewal.
• Ensure customer 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 relationship and commercial risks.
• Work with partners to forecast growth accurately and monitor progress toward shared goals.
• Drive adoption of new and existing Alpaca features among live partners.
• Identify and share best practices and pitfalls.
• Represent partner needs internally across marketing, product, operations, and other groups.
• Maintain positive internal and external relationships to drive success and overcome obstacles.
• Provide internal communication and reporting on account status, health, and risk.
• Develop customer success strategies and identify opportunities for improvement and optimization.
• 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 strategy.
• Own the post-signature customer lifecycle, including onboarding, activation, expansion, and renewal.
• Collaborate with Product, Sales, and the Broker Dealer to champion partner needs and influence roadmap priorities.

Requirements

• 4–6 years of experience in customer success and customer relationship management.
• Comfortable working EMEA hours, including GST, GMT, and ET, in a remote setup.
• Understanding of technology concepts such as SaaS and APIs.
• FinTech experience, especially with broker-dealer businesses.
• Exposure to or experience with both large and small companies.
• Interest in enabling access to financial services.
• Ability to work remotely and independently while managing time and obligations.
• Flexibility to support business growth where needed.
• Ability to manage relationships across companies of varying sizes.
• Collaborative, ownership-oriented, transparent, and partner-first approach.

Nice-to-Haves

• Startup mindset suited to 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.