Customer Success Manager

Responsibilities

• 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.
• Cook up ERP integration, platform configuration, and data connectivity with the Ledge's Engineering team.
• 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.
• 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.
• 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.
• 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.
• 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.

Requirements

• 5-6 years of total professional experience, with a meaningful portion in a customer-facing role at a B2B SaaS company.
• 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.