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 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.

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.

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.