As Head of Customer Success at Ledgy, your mission will be to lead our CX team to empower Ledgy’s key customers and ensure they get the most out of Ledgy from the start. You will foster strong relationships with strategic clients and contribute to the growth of our business to achieve sustainable success.

Short term (3-6 months): develop Ledgy’s Mid-Market and Enterprise CX strategy

• Become a product expert and develop a thorough understanding of key customer needs and requirements to deliver value throughout their whole life-cycle
• Define and execute a CX strategy to serve an emerging customer segment, Mid-Market and Enterprise
• Participate in pre-sales to build strong relationships with customers
• Empower your team to provide a world-class onboarding experience for Ledgy customers and develop trusting relationships
• Listen closely to customer feedback and collaborate with our marketing, sales, and product leads to ensure the customers’ voice is heard by all departments
• Become an expert on employee equity in Europe

Long-term (after 3-6 months): Optimize processes to retain and expand strategic customers accounts

• Work closely with the founders to identify and optimize key customer retention metrics, align on strategies, expansion forecasting, and team capacity
• Recruit, manage, and coach a multi-location customer experience team and set the vision to ensure customer centricity, a world-class customer experience, and a high performance across the team
• Nurture a culture based on transparency and psychological safety that allows team members to challenge each other's ideas
• Determine how to define, drive, and demonstrate the value (ROI) delivered towards the customers and inside of the organization, presenting the customer Experience Department as a revenue center

You’ll be a great fit if you

• Have previously led a remote-first Customer Success team with responsibility for Mid-Market and Enterprise customers ($100k+ in ACV) at a B2B scale-up for at least 5 years as a team manager and overall 10+ years of experience in Customer Success
• Are at ease and enjoy interacting with customers and have the ability to build powerful long-term relationships
• Enjoy cultivating a strong team culture, focused around customer-centricity and going above and beyond
• Enjoy analytical tasks and feel at ease discussing a complex financial product
• Have excellent verbal and written communication skills in English (any additional language is a plus)
• Have a passion for transparent communication and welcome critical feedback
• Are comfortable working cross-functionally in a hybrid environment