Customer Success Manager

About Ledge

Ledge is working to reshape finance operations by creating AI agents that do the actual work, rather than simply streamlining it. The company first launched with a leading reconciliation platform already trusted by major finance teams. It is now expanding into an AI-native close management product built on top of that existing foundation. The goal is to help finance teams prepare, reconcile, validate, and manage the close process end to end with strong accuracy and visibility, while delivering a modern, easy-to-use experience for the Office of the CFO.

Role overview

As the Customer Success Manager, you will be responsible for two core outcomes: helping customers go live quickly and ensuring they stay healthy over time. You will manage the complete onboarding journey from contract signing to the customer’s first successful close in Ledge, and you will also own retention, relationship management, and expansion across your assigned accounts. The role involves frequent interaction with senior finance stakeholders such as Controllers, Finance Systems Managers, and CFOs, so you must be able to speak confidently at that level and understand the operational importance of the month-end close.

This position is based in Ledge’s Financial District office in New York City and requires four days per week in office, with some flexibility.

Onboarding responsibilities

• Take full ownership of the customer onboarding journey, starting at contract execution and ending with the first successful close, which is usually a 4 to 8 week process depending on account complexity.
• Run kickoff meetings, technical setup sessions, and agent sprint workshops with the customer’s accounting team.
• Work closely with Engineering on ERP integration, platform setup, and data connectivity; independently diagnose integration problems and bring in Engineering only when needed, with complete context.
• Set up the customer’s close checklist, materiality thresholds, approval flows, user access, and entity structure in Ledge.
• Help customers build and preview the first AI agents during onboarding, then enable them to continue independently.
• Define clear written success milestones at the time of contract signature and keep both sides aligned to the agreed timeline.
• Serve as a trusted advisor to prospective and current customers, using accounting knowledge where relevant, and act as the main point of contact influencing product feedback.

Customer health responsibilities

• Maintain a regular communication rhythm with each account, typically weekly or every two weeks for the first 90 days and monthly afterward, with prepared agendas and tracked follow-through on every action item.
• Track account health indicators such as agent run success rate, task completion speed, time to first close, engagement depth, and renewal risk, and intervene early when signals decline.
• Identify accounts at risk and create documented recovery plans with owners and timelines before an early termination clause creates commercial risk.
• Escalate product or engineering blockers with clear impact, full background, and a recommended path forward so the team can act without extra back-and-forth.
• Lead quarterly business reviews with customer champions and executive sponsors, compare close metrics against benchmarks, show ROI, and surface expansion opportunities.
• Own CSAT and health scores for your portfolio, report them accurately, and act on them consistently.

Expansion and renewal responsibilities

• Spot and develop expansion opportunities such as more integrations, additional use cases, more entities, or more users as customers become more mature on the platform.
• Work with the Account Executive team on renewal and expansion discussions while maintaining continuity in the customer relationship from onboarding through renewal.

Internal contribution

• Keep account information accurate and up to date in internal systems at all times.
• Capture customer feature requests with complete commercial context and escalate them to support product prioritization.
• Help build the CS playbook, onboarding process, and customer-facing documentation as the team establishes its operating model.

What you bring

The ideal candidate has 5 to 6 years of overall professional experience, including meaningful customer-facing work in a B2B SaaS environment. Ledge is also open to candidates whose earlier career was in accounting, audit, FP&A, or another finance function before moving into Customer Success, and that background is highly valued.

• Proven experience managing complex customer onboarding projects from start to finish and delivering customers to a defined go-live milestone on or before the target date.
• Ability to discuss month-end close topics at a peer level with Controllers and CFOs, including reconciliation scope, journal entry workflows, flux analysis, materiality thresholds, and ERP setup.
• Solid technical confidence with ERP integrations, SSO and identity provider setup, and API-based data connectivity, including knowing when to solve an issue yourself and when to escalate.
• Strong written and verbal communication skills for frequent customer communication over Slack and email, as well as cross-functional collaboration with Engineering, Product, and leadership.
• High organizational discipline, with the ability to manage 8 to 12 accounts at different onboarding stages at the same time without missing details.
• Comfort working in an early-stage company where processes are still being defined and judgment and initiative matter as much as execution.

Strongly preferred

• Prior experience in accounting, audit, FP&A, or a finance role before transitioning into SaaS or technology.
• Practical exposure to NetSuite or another major ERP such as Sage Intacct, Workday, or SAP, either as a user, administrator, or during implementation or CS work.
• Experience with month-end close management tools such as FloQast, BlackLine, or Numeric, whether as a customer, competitor, or through CS or implementation work.
• Background in fintech, accounting technology, or finance-adjacent SaaS.
• Experience leading hands-on product training, agent sprint sessions, or technical workshops with senior finance stakeholders.

Work location and schedule

This role is onsite in New York, NY, with four days per week expected in the office and some flexibility.

Additional information

No stipend, salary range, number of openings, application deadline, or start date was provided in the source material.