Customer Success Manager

Job description

**LEDGE'S MISSION** is to reinvent how finance teams work by building AI agents that actually do the work, not just automate it. We began with an industry-leading reconciliation platform used by top finance teams. We are now broadening our scope to develop a completely AI-native close management solution, built upon our strong existing platform that is already competitive with leading industry offerings. Our agents autonomously prepare, reconcile, validate, and manage the close end-to-end with finance-grade accuracy and transparency. We're designing new tools for the Office of the CFO: a scalable, trustworthy data pipeline combined with autonomous AI workflows and a clean, consumer-grade experience. ## THE ROLE As Customer Success Manager, you will own two things above all else: getting customers live quickly and keeping them healthy. You are responsible for the end-to-end onboarding experience - from contract signature through a customer's first successful close in Ledge - and for the ongoing health, retention, and expansion of your book of business. You will engage daily with senior finance professionals: Controllers navigating a complex ERP environment, Finance Systems Managers managing integrations, and CFOs who want to see a measurable return on their investment in Ledge. Success in this role requires the ability to operate credibly at that level and understand the importance of the month-end close process. This role is based at our Financial District office in New York City, with a four-day in-office expectation and reasonable flexibility. ## RESPONSIBILITIES **Onboarding** - Own the customer onboarding lifecycle from signed contract to first successful close: typically a 4-8 week engagement depending on account complexity. - Lead structured kickoff calls, technical configuration sessions, and agent sprint workshops with the customer's accounting team. - Coordinate closely with Ledge's Engineering team on ERP integration, platform configuration, and data connectivity. You are expected to triage integration issues independently and escalate with full context when Engineering involvement is required. - Configure the customer's close checklist, materiality thresholds, approval workflows, user permissions, and entity structure within Ledge. - Build and demonstrate the first AI agents with the customer during onboarding then enable the team to build independently. - Establish clear, written success milestones at contract signing and hold both parties accountable to the agreed timeline. - Advise prospective and current customers from the position of a trusted colleague, leveraging any accounting experience, as the customers' key point of contact to impact Ledge's product. **Customer Health** - Maintain a structured cadence with each account, such as weekly or bi-weekly through the first 90 days, monthly thereafter, with documented agendas and follow-through on every action item. - Monitor health signals across your book: agent run success rates, task completion velocity, time-to-first-close, engagement depth, and renewal risk indicators. Act on degrading signals before they become incidents. - Proactively identify at-risk accounts and build documented recovery plans, with clear owners and timelines, before an early termination clause becomes a live commercial risk. - Escalate product issues and engineering blockers with precision - full context, clear impact, and a proposed resolution path - so the team can act without requiring follow-up. - Lead quarterly business reviews with customer champions and executive sponsors, benchmarking close metrics, demonstrating ROI, and identifying expansion opportunities. - Own CSAT and health scores across your book, reporting them accurately and acting on them consistently. **Expansion and Renewal** - Identify and develop expansion opportunities, including additional integrations, new use cases, additional entities or users, as customers mature on the platform. - Partner with the Account Executive team on renewal and expansion conversations. Own the customer relationship through those discussions and ensure continuity from onboarding through renewal. **Internal Contribution** - Maintain accurate, current account intelligence in internal systems at all times. - Document and escalate customer feature requests with full commercial context to inform product prioritization. - Contribute to the CS playbook, onboarding methodology, and external-facing documentation as the team builds out its operating model. ## WHAT YOU BRING **Required** - 5-6 years of total professional experience, with a meaningful portion in a customer-facing role at a B2B SaaS company. We are open to candidates whose earlier years were spent in accounting, audit, FP&A, or a finance function before transitioning into Customer Success, that background is genuinely valued here. - A demonstrable track record of owning complex customer onboardings end-to-end and delivering customers to a defined go-live milestone on or ahead of schedule. - The ability to hold a substantive, peer-level conversation with a Controller or CFO about the month-end close - reconciliation scope, journal entry workflows, flux analysis, materiality thresholds, and ERP configuration. - Technical confidence: comfortable navigating ERP integrations, SSO and identity provider configuration, and API-based data source connectivity without requiring an engineer on every call. You know when to resolve independently and when to escalate. - Excellent written and verbal communication. This team communicates extensively in writing with customers via Slack and email, and internally across Engineering, Product, and leadership. - Strong organizational rigor: you can manage a book of 8-12 accounts at different onboarding stages simultaneously, with nothing falling through the cracks. - Comfort operating in an early-stage environment where process is being built, not inherited, and where your judgment and initiative matter as much as execution. **Strongly Preferred** - A background in accounting, audit, FP&A, or a finance function prior to moving into a SaaS or technology role. Candidates who have made this transition bring a credibility and fluency with our customers that is difficult to replicate. - Hands-on exposure to NetSuite or another major ERP (Sage Intacct, Workday, SAP) in a professional context either as a user, administrator, or as part of an implementation or CS role. - Prior experience with month-end close management vendors such as FloQast, BlackLine, or Numeric, whether as a customer, a competitor, or through a CS or implementation engagement. - Experience at a fintech, accounting technology, or finance-adjacent SaaS company. - Experience leading hands-on product training sessions, agent sprints, or technical workshops with senior finance stakeholders.