# Customer Success Manager - MENA

**Company:** [Alpaca](https://hotfix.jobs/companies/alpaca)
**Location:** Remote
**Role:** Customer Success
**Experience:** 5+ years
**Skills:** SaaS, APIs, Fintech, Broker-Dealer Systems, Customer Relationship Management, Customer Success, Account Health Management, Customer Onboarding, Customer Retention, Renewals, QBRs, Go-to-Market Strategy
**Posted:** 2026-08-13

> Manages the full post-signature lifecycle for B2B and enterprise partners, driving onboarding, adoption, retention, expansion, and renewal. The role requires 4–6 years of customer success experience, FinTech and broker-dealer knowledge, and the ability to work independently across international customers.

## Job Description

## 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.

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