Who We Are:

Alpaca is a US-headquartered, global leader in agent-first brokerage infrastructure for stocks, ETFs, options, crypto, fixed income, 24/5 trading, and more.

Amongst our subsidiaries, Alpaca is a licensed financial services company, serving hundreds of financial institutions across 40 countries with our institutional-grade APIs. This includes broker-dealers, investment advisors, wealth managers, hedge funds, and crypto exchanges, totalling over 10 million brokerage accounts.

Our global team is a diverse group of experienced engineers, traders, and brokerage professionals who are working to achieve our mission of opening financial services to everyone on the planet. We're deeply committed to open-source contributions and fostering a vibrant community, continuously enhancing our award-winning, developer-friendly API and the robust infrastructure behind it.

Alpaca is proudly backed by $400 million in funding from top-tier global investors including Portage Ventures, Spark Capital, Tribe Capital, Social Leverage, Horizons Ventures, Opera Tech Ventures, SBI Group, Derayah Financial, Unbound, Peak XV, Elefund, and Y Combinator.

Our Team Members:

We're a dynamic team of 400+ globally distributed members who thrive working from our favorite places around the world, with teammates spanning the USA, Canada, Japan, Hungary, Nigeria, Brazil, the UK, and beyond!

We're searching for passionate individuals eager to contribute to Alpaca's rapid growth. If you align with our core values-Stay Curious, Have Empathy, and Be Accountable-and are ready to make a significant impact, we encourage you to apply.

Your Role:

As a Customer Success Manager at Alpaca, you are the front line in our pursuit of enabling financial markets access for everyone on the planet. You will own post-launch relationships with our partners (customers) in Japan - from go-live through renewal - ensuring they have a positive experience and achieve successful outcomes.

While Alpaca's global customer base skews toward fintechs and growth-stage companies, Japan is a strategically important market where we work with a number of enterprise (ENT) clients, including major financial institutions and established brokerage firms. You will act as a true business partner to these clients - supporting their growth plans and long-term success, while also managing day-to-day issues, aligning expectations, and navigating the unique to the Japanese financial industry.

Your initial focus will be customer success and post-launch relationship management. Over time, there is also an opportunity to support earlier stages of the customer journey - including pre-sales conversations and API integration - depending on business needs and your interests.

This role supports Alpaca's B2B offerings. You will help customers launch global securities trading apps, and open financial services to end users in Japan and beyond.

Things You Get To Do:

Post-launch customer success (primary focus)

• Act as the primary contact for B2B/enterprise customers in Japan, accountable for healthy, ongoing relationships with key stakeholders throughout customer lifecycle: onboarding, activation, expansion, and renewal
• Ensure customer satisfaction, retention, and success across a portfolio that includes both fintech and enterprise financial services clients
• Develop and execute customer success strategies by building strong customer relationships, aligning on business goals, forecasting growth, proactively mitigating risks, and sharing best practices.
• Drive adoption of Alpaca features (new and existing) among our Live Partners
• Manage escalations - internally and externally - with a focus on customer empathy and clear communication in Japanese and English

Cross-functional collaboration

• Act as the voice of the customer internally by communicating account health, identifying improvement opportunities, and partnering cross-functionally to influence product and operational priorities.
• Develop success strategies tailored to the Japanese market and enterprise client expectations

Growth opportunity: pre-sales & integration support

Support pre-sales conversations with prospective enterprise and fintech clients in Japan, drawing on your knowledge of the local financial industryAssist customers during the API integration phase - helping bridge technical and business stakeholders, coordinating with Alpaca's solutions and engineering teams, and ensuring a smooth path to launchContribute to improving Alpaca's Japan go-to-market motion based on field learnings.

Who You Are:

• Native-level Japanese and business-level English, with the ability to communicate effectively with Japanese enterprise clients and Alpaca's global teams.
• Client coverage experience in the Japanese financial industry - brokerage, asset management, banking, securities, or related sectors; you understand how enterprise financial institutions operate, buy, and partner
• 4-6 years of experience in customer success, account management, or client coverage, ideally serving enterprise financial institutions in the Japanese financial industry.
• Experience in fintech, broker-dealer, capital markets, or related financial services, with an understanding of trading workflows and products such as US equities and options.
• Familiarity with SaaS, APIs, and technology-driven financial services.
• Self-motivated, adaptable, and able to thrive in a fast-paced remote environment, balancing autonomy with cross-functional collaboration.
• A collaborative, partner-first mindset with a strong sense of ownership, curiosity, and a willingness to learn and contribute wherever needed.

職種名: カスタマ-サクセスマネ-ジャ-(金融機関• エンタ-プライズ担当)

職務概要:

Alpacaのカスタマ-サクセスマネ-ジャ-として,"地球上のすべての人に金融サ-ビスを開放する"という当社のミッションの最前線でご活躍いただきます.日本のパ-トナ-企業(顧客)の担当窓口として,サ-ビス開始から新規プロダクトの導入まで一貫して関係構築を担い,パ-トナ-の成功と満足度向上をリ-ドしていただきます.

世界的には,Alpacaのパ-トナ-はフィンテック企業やグロ-スステ-ジの企業のお客様が中心ですが,日本は戦略的重要市場であり,大手金融機関や証券会社をはじめとするエンタ-プライズ顧客とも数多く取引しています.本ポジションでは,日本のエンタ-プライズを含む顧客企業のビジネスパ-トナ-として,中長期的な成長戦略を支援するとともに,日々の課題対応,期待値の調整,日本の金融業界特有の環境を踏まえたサポ-トを行います.

当初は,サ-ビス開始後のリレ-ションシップマネジメントを中心とした業務を想定していますが,本人の希望や事業状況に応じて,プリセ-ルスやAPI導入開発時のサポ-トなど,サ-ビス導入前のフェ-ズにも携わっていただく機会があります.

本ポジションでは,AlpacaのB2Bソリュ-ションを通じて,パ-トナ-企業によるグロ-バル証券取引サ-ビスの立ち上げを支援し,日本および海外のエンドユ-ザ-へ金融サ-ビスを届けることに貢献していただきます.

主な業務内容:

カスタマ-サクセス(主な担当業務)

• 日本のB2B• エンタ-プライズ顧客の担当窓口として,オンボ-ディングから日々のやり取り,新規プロダクト導入まで,長期的なパ-トナ-シップを構築• 推進する
• フィンテック企業から大手金融機関まで幅広いパ-トナ-企業に対し,顧客満足度向上と継続的なビジネス成長を支援する
• パ-トナ-との信頼関係を構築し,事業目標のすり合わせ,成長計画の策定,リスクの早期把握• 対応,ベストプラクティスの展開を通じて,カスタマ-サクセス戦略を立案• 推進する
• 新機能• 既存機能を含むAlpacaプロダクトの活用促進をリ-ドする
• 日本語• 英語を用いて,社内外のエスカレ-ション対応を円滑に推進する

社内横断でのプロジェクト推進

• パ-トナ-企業の声を社内へ届ける役割として,アカウント状況の共有や改善提案を行い,プロダクト• オペレ-ション• 営業などの各部門と連携しながら,サ-ビス品質や顧客体験の向上を推進する
• 日本市場およびエンタ-プライズ顧客のニ-ズを踏まえたカスタマ-サクセス戦略の策定• 改善に貢献する

キャリアの広がり:プリセ-ルス• 導入支援

• 日本の金融業界に関する知見を活かし,エンタ-プライズ企業やフィンテック企業への提案活動(プリセ-ルス)を支援する
• API導入• 開発フェ-ズにおいて,パ-トナ-企業とAlpacaのソリュ-ション• エンジニアリングチ-ムとの橋渡し役となり,円滑な導入• サ-ビス開始を支援する
• 現場で得た知見をもとに,日本市場におけるGo-to-Market戦略やサ-ビス改善に貢献する

応募資格:

• 日本語(ネイティブレベル)および英語(ビジネスレベル)での高いコミュニケ-ション能力を有し,日本の金融機関とAlpacaのグロ-バルチ-ム双方と円滑に業務を進められる方
• 証券会社,資産運用会社,銀行など,日本の金融業界において法人顧客を担当した経験(リレ-ションシップマネジメント,アカウントマネジメント,法人営業等)をお持ちの方
• カスタマ-サクセス,アカウントマネジメント,法人営業等の経験を4~6年以上有し,エンタ-プライズ顧客とのリレ-ション構築• 維持に携わった経験をお持ちの方
• フィンテック,証券会社,資本市場関連などの金融サ-ビス業界での経験があり,米国株やオプションなどの金融商品• 取引に関する基礎知識をお持ちの方
• SaaS,APIなど,テクノロジ-を活用したサ-ビスへの理解をお持ちの方
• リモ-ト環境でも主体的に業務を推進し,変化の速い環境に柔軟に対応できる方
• オ-ナ-シップを持ち,パ-トナ-企業の成功を第一に考えながら,周囲と協力して業務を推進できる方
• 新しい知識や業務領域を積極的に学び,事業の成長に応じて幅広い役割にチャレンジできる方

How We Take Care of You:

• Competitive Salary & Stock Options
• Health Benefits
• New Hire Home-Office Setup: One-time USD $500
• Monthly Stipend: USD $150 per month via a Brex Card

Alpaca is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.

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