As a Senior Customer Experience Manager at Ledgy, your mission is to ensure that our Private customers get the most out of Ledgy from their first interaction. You will act as our internal champion and voice of the customer while working cross-functionally in order to help steer the product roadmap. You will oversee a portfolio of strategic accounts (ranging from 50-100 accounts totalling roughly €2M ARR) and be responsible for ensuring an excellent onboarding experience through high-touch tactics, with a strong focus on product adoption and revenue expansion over time. In addition to owning a direct book of business, you will also be responsible for helping drive efficiencies across the Customer Experience team by identifying process improvements, implementing new strategies, and helping to drive standardisation across the team.
Short term (3-6 months): Become an expert on the Ledgy product and onboard your initial book of business
- Manage all strategic post-sales activity (onboarding, adoption, retention) for assigned customers through touch points requiring product knowledge, planning, project management, and the ability to develop relationships quickly
- Work 65% on customer success responsibilities and 35% on strategic projects
- Learn the product inside and out and make recommendations on how customers can use it to accelerate their own business objectives
- Leverage high-touch and one-to-many tactics with customers to drive positive outcomes and articulate the value Ledgy drives for their business
- Analyze customer data to create and execute engagement strategies within your customer portfolio
- Collaborate closely with our marketing, sales, and product leads to ensure the customers’ voice is heard by all departments
- Collaborate with key stakeholders from Ledgy’s largest customers to help them unlock additional value from Ledgy
- Become an expert on every aspect of Ledgy’s product and build strong relationships with our customers
Long-term (6-12 months): Optimise and design processes to build a scalable, best-in-class customer experience
- Develop, test, and iterate on scaled playbooks and engagement strategies to help scale the Customer Success team to fit the changing expectations of our growing customer base
- Proactively identify and flag churn risk and work with the broader account team to mitigate
- Optimize parts of the customer journey, such as onboarding, support requests, and documentation.
