Ledge, Inc.
Customer Success Manager
New York City - Hybrid
Sponsorship not specifiedDetected 14 days ago
Agentic AISalesAccount ManagementAccountingSAPFP&AERPHRISOnboardingCustomer SuccessCadenceNetSuite
About the role
- 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.
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.
- Build and demonstrate the first AI agents with the customer during onboarding then enable the team to build independently.
- 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.
- 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.
- 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.
Requirements
- 5-6 years of total professional experience, with a meaningful portion in a customer-facing role at a B2B SaaS company.
- 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.
- You know when to resolve independently and when to escalate.
- You are expected to triage integration issues independently and escalate with full context when Engineering involvement is required.
- 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.
- 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.
- 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.
Nice to have
- 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.
- A background in accounting, audit, FP&A, or a finance function prior to moving into a SaaS or technology 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.
- Strongly Preferred
Skills
- a scalable, trustworthy data pipeline combined with autonomous AI workflows and a clean, consumer-grade experience.
Benefits
- Own CSAT and health scores across your book, reporting them accurately and acting on them consistently.
- Customer Health
- Monitor health signals across your book: agent run success rates, task completion velocity, time-to-first-close, engagement depth, and renewal risk indicators.
Company info
- 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.
- getting customers live quickly and keeping them healthy.
- 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.
Apply directly at Ledge, Inc. →Create a free account for alerts like thisView Ledge, Inc. immigration profile
This listing is sourced directly from Ledge, Inc.'s careers page and normalized into a canonical job model.