FreeHire

Alpaca

Customer Success Manager

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You will be the front line in enabling financial markets access for everyone on the planet. You will work with UK and EU partners from contract signature through renewal, ensuring they have a positive experience resulting in successful outcomes. You will collaborate with the Sales, Product, Operations and Broker-Dealer groups to ensure partners get the most out of the APIs and custody services. You will manage day to day partner queries via the service desk, write meeting minutes, track action points to closure, and keep internal stakeholders informed on account status, health, and risk. You will deliver QBRs and executive reviews that align partner goals to platform outcomes and serve as a trusted advisor to partner leadership teams. You will forecast growth with partners and identify progress towards shared goals. You will drive adoption of new and existing features among Live UK partners. You will identify best practices, common pitfalls, and partner trends and feed insights back to Product and Sales to influence roadmap priorities. You will review and improve internal and external processes for the UK Client Relationship function. You will manage escalations with empathy and urgency. Ad hoc duties and responsibilities as assigned.

Responsibilities

  • Act as the primary point of contact for a portfolio of B2B/enterprise partners across the UK and Europe, accountable for healthy, trusted relationships from launch through renewal.
  • 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 (relationship, commercial, operational, regulatory).
  • Become deeply knowledgeable on the UK EU APIs and product suite, and be able to explain to partners how to use our APIs to build and grow their propositions.
  • Manage day-to-day partner queries through the service desk / ticketing system, coordinating across internal groups (Engineering, Operations, Compliance, Broker-Dealer) to deliver timely, accurate responses.
  • Write meeting minutes, track action points to closure, and keep internal stakeholders informed on account status, health, and risk.
  • Deliver QBRs and executive reviews that align partner goals to platform outcomes, and serve as a trusted advisor to partner leadership teams.
  • Work with partners to forecast growth (AUM, accounts, volumes) and to identify and monitor progress towards shared goals.
  • Drive adoption of new and existing features among Live UK partners.
  • Identify and disseminate best practices, common pitfalls, and partner trends; feed insights back to Product and Sales to influence roadmap priorities.
  • Review and continuously improve internal and external processes for the UK Client Relationship function.
  • Manage escalations, internally and externally, with empathy and urgency.
  • Ad-hoc duties and responsibilities as assigned.

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) - enough to engage credibly with partners on day one and reduce ramp-up time.
  • Understanding of, and comfort with, key technology concepts such as SaaS and APIs; able to read API documentation and translate it into partner-friendly guidance.
  • Strong people skills and the ability to build and maintain relationships, internally and externally, across different stakeholders (engineering, commercial, compliance, executive).
  • Excellent verbal and written communication; comfortable writing minutes, status updates, and executive-ready summaries.
  • Based in the UK or EU (or able to work UK / GMT–CET business hours in a remote setup).
  • A high level of self-motivation, initiative, and ownership; able to self-manage time and obligations in a remote-first team.
  • A dedicated interest in enabling financial services access to everyone.
  • Team player with a collaborative mindset and a partner-first approach.

Benefits

  • Stock options
  • Health benefits
  • One-time USD 500 home-office setup
  • Monthly stipend USD 150 via Brex Card