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Alpaca is a US-headquartered global leader in agent-first brokerage infrastructure serving hundreds of financial institutions across 40 countries. The company provides institutional-grade APIs for stocks, ETFs, options, crypto, fixed income, and 24/5 trading, supporting over 10 million brokerage accounts. Backed by $400M in funding from top-tier investors including Spark Capital and Y Combinator, Alpaca operates a globally distributed team of 400+ members.
As a Customer Success Manager for LATAM, you will be the primary point of contact for B2B/enterprise customers throughout their lifecycle—from app launch through renewal. Reporting to the Director of Success, you'll manage relationships with partners launching trading apps and financial services platforms on Alpaca's infrastructure.
Key responsibilities include: serving as the main contact for customer accounts, ensuring satisfaction and retention, managing escalations with customer empathy, maintaining regular contact to understand business priorities and monitor progress toward shared goals, forecasting growth, driving adoption of Alpaca features, identifying and sharing best practices, representing partner needs internally across marketing, product, and operations teams, providing account health reporting and risk mitigation, developing customer success strategies, delivering quarterly business reviews and executive reports, serving as a trusted advisor to customer leadership, owning the full post-signature lifecycle (onboarding, activation, expansion, renewal), and collaborating cross-functionally to influence product roadmap priorities.
You bring 4–6 years of customer success experience managing relationships, comfort working US hours (EST/PST) in a remote setup, understanding of SaaS and APIs, fintech experience particularly with broker-dealer business, exposure to companies of various sizes, and a genuine commitment to Alpaca's mission of democratizing financial services access. You are self-directed, flexible, eager to learn, and thrive on ownership, transparency, and being partner-first.
