Head of Customer Success
Ledgy’s mission is to democratize ownership in startups. We create transparency for all stakeholders of a company and bring scalability to important processes for founders such as managing their stockholders, preparing financing rounds, and granting equity to all their employees.
Ledgy was founded in Switzerland in 2017 – in fact, we were the first ever Swiss company to be backed by Sequoia Capital. 🇨🇭 Today, Ledgy is a pan-European company with offices in London and Berlin as well as our HQ in Zürich.
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 Jonathan Golden joining Sequoia’s Luciana Lixandru on our board. We are now focused on building incredible equity experiences for companies and teams, to make Europe the best place in the solar system to own equity 👩🏻🚀🚀
We encourage diversity and are an international team of 72 people, coming from 26 different countries and speaking 25 different languages.
We believe that startups are a main driver of positive change in the world and help create equal opportunities for everyone outside of corporate hierarchies. Humanity needs solutions for the current challenges, like climate change and the best source for this innovation are startups. We try to live by strong moral values and offer an example to other companies, while helping them be more successful with our product so they can drive the change forward.
We believe that equal opportunities for all social groups of society are necessary, and are committed to a culture where everyone feels welcome and respected. Psychological safety and a culture of modesty and openness is important to us.
We sincerely live and work by our beliefs so every hire for us is an important one. We’ve done a great job so far in building our team and our hope is that you will be able to join us.
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
Being part of Ledgy means to
- See “the whole journey” and be one of the first team members of a company that scales from Switzerland to be the major player in Europe and globally
- Work with a passionate team with diverse interests such as the outdoors ⛰️, meditation 🧘, and space exploration 🌌
- Have a chance to get to know the startup world and it’s leaders inside and out
- Have flexible working hours, be able to work remotely, and benefit from 25 days of vacation
- Get stock options to become an owner of Ledgy yourself
- Take part in company off-sites and in optional regular team activities
…all this to create a fun 🎉 and productive 👩🏾💻 working environment where personal hobbies and projects have enough space as well.