Strategic Customer Success Manager
Ledgy
At Ledgy, we’re on a mission to make Europe a powerhouse of entrepreneurship by building a modern, tech-driven equity management and financial reporting platform for private and public companies. In 2025, we aim to be the leading provider for European IPOs and reporting for share-based payments. We are a value-based company with a core focus on being humble, transparent, ambitious and impactful, all in order to delivery the best experience for our customers and end users.
We are proud to partner with some of the world’s leading investors. New Enterprise Associates led our $22m Series B round in 2022, with Philip Chopin joining Sequoia’s Luciana Lixandru on our board.
We were founded in Switzerland in 2017 and today we operate globally from offices in Zurich and London. We encourage diversity and are an international team coming from 26 different countries and speaking 25 different languages.
Ledgy is transforming its existing customer motion to lay the foundation for significant growth in the next 12 months. We hit >50% growth last year, reached profitability, and are looking to push even higher! Strategic Customer Success Managers are vital to this growth as you work with Ledgy’s highest-paying accounts to drive adoption and expansion. During your first months in the role, you’ll set the standard for great customer interactions, own NRR, and work with key stakeholders at some of the world’s most exciting companies.
Months 1-2: Ramp up and begin to take ownership
- Become fluent in equity management concepts and Ledgy's product
- Shadow Senior CSMs and Account Executives on client/prospect calls
- Complete a comprehensive onboarding program with dedicated mentorship from the Head of Customer Success
- Learn to use the full suite of Ledgy’s Customer Success tooling, including Vitally & Gong
- Take ownership of your first accounts
Months 3-6: Drive adoption and flag expansion opportunities
- See your book of business expand to >€1.5 million ARR across both private and public companies
- Collaborate with the sales team, joining pre-sales calls, facilitating seamless handovers, and proactively flagging expansion opportunities
- Become accountable for your own NRR and propose initiatives to improve this metric
- Build account success plans & deliver Executive Business Reviews (EBRs)
- Develop your understanding of the voice of the customer and collaborate with the product team to ensure the continued development of Ledgy’s platform
- Become a go-to product expert in all things equity management and feel confident driving conversations on equity with CFOs of global companies
- Travel to in-person meetings with your customers
Months 6-12: Expand your impact
- Know your customers inside out and establish strong cross-threaded relationships within their equity and finance teams
- Proactively drive the conversation around customer stories, case studies, and references
- Become a master at goal discovery and creating expansion playbooks
- Effectively forecast churn and defend your NRR strategy to the rest of the team
- Leverage AI tools and workflow automations to scale your role across growing customer demands
You’ll be a great fit if you:
- Have 3-4+ years' experience working in Customer Success or Account Management within startups or scaleups
- Have excellent verbal and written communication skills; fluent in English
- Are a fast learner who is interested in diving into equity management
- Collaboration is in your DNA, you break down silos, and work collaboratively in a result-oriented way
- Are comfortable in a fast-paced environment with a high level of context switching
- Are a relationship builder with a demonstrable record of delivering first-rate customer experience
Please note: this role is based in London, UK. We use a hybrid work model of minimum 2 days in the office per week.