Head of Customer Success, Ledgy
Equity management platform
Job no longer available
Equity management platform
21-100 employees
Job no longer available
21-100 employees
Company mission
To democratise ownership one company at a time.
Role
Who you are
- 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
What the job involves
- 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
Our take
Ledgy was founded as an equity management platform for high-growth companies, allowing them to focus first and foremost on growth by handling cap tables, employee participation plans, and investor relations. It also offers investors a personalised dashboard which allows modelling flexible funding scenarios, valuations and exits.
The company realised that manual Excel-based processes or inflexible legacy systems aren't optimally efficient for high-growth companies. They often make equity plan management a full-time job, taking time away from company growth. Ledgy's key features include document handling automation, legally compliant document signing, customised PDF investor reports and scenario modelling. In doing this, it takes a privacy and security-first approach.
Ledgy now has hundreds of high-growth clients, including NA-KD, Dott, yamo, and Codility, offering products for finance, human resources, and investors. In addition, Ledgy has a comprehensive sustainability policy: its office is driven by a green energy provider, its servers run on Google's renewable energy infrastructure, and it's working to become carbon neutral through partnerships with the likes of SeaO2, an ocean carbon removal company.
Freddie
Company Specialist at Welcome to the Jungle
Insights
6% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Sep 2022
$25.4m
SERIES B
Sep 2021
$10m
SERIES A
Total funding: $36.6m
Company benefits
- Stock options
- Flexible working hours
- 25 days holiday (excl. bank holidays)
- Work from home opportunities
- Learning and development budget
- Offsites twice a year
Company HQ
Aldgate East
Leadership
Yoko Spirig
(Co-Founder & CEO)Studied Physics at ETH Zurich, before the University of Oxford and CERN. Co-founded Ledgy in 2017 after helping build the first Hyper-loop pod in Switzerland at Swissloop.
Timo Horstschaefer
(Co-Founder & CTO)Studied a Masters in Theoretical and Mathematical Physics, before becoming a researcher in robotics.
Ben-Elias Brandt
(Co-Founder & CPO)Completed a Masters in battery research before becoming a Research Assistant at ETH Zurich. Joined Shaper Impact Capital as a Country Lead.
Armon Bättig
(Co-Founder & CCO)Previously worked in Business Analytics at Procter & Gamble. Also spent nearly 4 years at ETH Zurich Industry Relations in various Project roles.
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