Customer Success Manager

Ensure successful outcomes for UK and EU partners from contract signature through renewal.

• •As a Customer Success Manager at Alpaca, you will work with UK and EU partners from contract signature through renewal, ensuring a positive experience leading to successful outcomes.
• •Key Responsibilities Act as the primary point of contact for B2B/enterprise partners across the UK and Europe.
• •Own the full partner lifecycle post-signature: onboarding support, activation, adoption, expansion, and renewal.
• •Run regular partner meetings to understand business priorities, monitor progress against key results, and proactively identify and mitigate risk.
• •Manage day-to-day partner queries through the service desk / ticketing system, coordinating across internal teams to deliver timely, accurate responses.
• •Deliver QBRs and executive reviews that align partner goals to platform outcomes.
• •Requirements 3+ years of experience in a customer success, relationship management, or client services role at a financial services, fintech, or B2B SaaS company.
• •Working knowledge of UK financial products (e.g.
• •GIA, ISA, SIPP, equities, ETFs, FX, custody).
• •Understanding of, and comfort with, key technology concepts such as SaaS and APIs.