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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 a Customer Success Manager focused on the MENA region, you will be the primary point of contact for B2B and enterprise customers throughout their lifecycle—from app launch through renewal. You'll ensure customer satisfaction and successful outcomes by managing relationships with key stakeholders, monitoring progress toward shared goals, and identifying/mitigating risks.
Key responsibilities include: acting as the trusted advisor to customers' leadership teams; owning the full post-signature lifecycle (onboarding, activation, expansion, renewal); managing escalations with empathy; maintaining regular contact to understand business priorities; driving adoption of Alpaca features; delivering quarterly business reviews and executive reports; collaborating cross-functionally with Product, Sales, and Broker Dealer teams to champion partner needs; and identifying best practices and optimization opportunities.
You'll report to the Director of Success and work across multiple internal groups (marketing, product, operations) to ensure customer success and drive overall account health. The role requires comfort working EMEA/GST/GMT/ET hours in a fully remote setup, with a focus on building and maintaining positive relationships both internally and externally.
