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Alpaca is a US-headquartered global leader in agent-first brokerage infrastructure, serving hundreds of financial institutions across 40+ countries with institutional-grade APIs for stocks, ETFs, options, crypto, and fixed income trading. The company is backed by $400M in funding from top-tier investors including Spark Capital, Tribe Capital, and Y Combinator, and operates a globally distributed team of 400+ members.
As Customer Success Manager for Japan, you will own post-launch relationships with enterprise and financial institution partners in Japan, ensuring positive outcomes and successful renewals. While Alpaca's global customer base skews toward fintechs, Japan is a strategically important market with major financial institutions and established brokerage firms. You will act as a true business partner—supporting growth plans, managing day-to-day issues, aligning expectations, and navigating the unique dynamics of the Japanese financial industry.
Primary responsibilities include: serving as the primary contact for B2B/enterprise customers in Japan; managing the full customer lifecycle from onboarding through renewal; ensuring satisfaction and retention across a portfolio of fintech and enterprise financial services clients; developing and executing customer success strategies; driving adoption of Alpaca features; managing escalations with empathy and clear communication in Japanese and English; and acting as the voice of the customer internally to influence product and operational priorities.
Over time, there is opportunity to support earlier stages of the customer journey, including pre-sales conversations and API integration support, depending on business needs and your interests. You will help customers launch global securities trading apps and open financial services to end users in Japan and beyond.
Required qualifications: native-level Japanese and business-level English; 4–6 years of client coverage experience in the Japanese financial industry (brokerage, asset management, banking, securities, or related sectors); deep understanding of how enterprise financial institutions operate, buy, and partner; and ability to communicate effectively with both Japanese enterprise clients and Alpaca's global teams.
