Customer Success Manager - Japan (Enterprise & Financial Institutions)

Join Alpaca as a Customer Success Manager to drive post-launch relationships with enterprise clients in Japan, ensuring customer satisfaction and success in the financial services sector. 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, totaling 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.

• •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.

• •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.

• •Support pre-sales conversations with prospective enterprise and fintech clients in Japan, drawing on your knowledge of the local financial industry.
• •Assist 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 launch.
• •Contribute to improving Alpaca's Japan go-to-market motion based on field learnings.

• •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.

• •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.