Ledgy - Customer Success & Operations Manager (Public Markets)

• Own the Net Revenue Retention (NRR) of a book exclusively containing listed customers • Own the operational relationship with our broker and nominee partners; facilitate share transfers and key equity events (eg. RSU vestings) for our customers • Guide existing customers through successful IPOs • Conduct Executive Business Reviews (EBRs) with key stakeholders at public companies • Own Ledgy's payments and settlement operations, ensuring that current processes are scaled to meet the demands of a growing client base • Work closely with the Product Development team to reflect the voice of the customer and ensure Ledgy continues to build products that our customers love • Attend industry events and visit customers on-site to build relationships • Your Growth Journey • Your Growth Journey • Months 1-3: Build your foundation and take ownership • Master Ledgy's product and core processes for public companies • Build cross-functional relationships with Product and Sales teams • Shadow calls with the Customer Success team to understand how we work and the service level standards we hold ourselves to • Take ownership of Ledgy's public accounts and responsibility for their Net Revenue Retention (NRR) • Establish strong relationships with key stakeholders across our portfolio of public company customers • Develop strategic account success plans for each client and collaborate with leadership on execution strategy • Lead your first public company onboardings working alongside the Implementation team to set clients up for success • Take ownership of core settlements and payments processes, working with broker and nominee partners to ensure seamless delivery for our customers • Months 4-6: Drive operational excellence and expand your expertise • Improve and build new processes around vesting events, sell-to-cover, share transfers, IPOs, and other key events • Run your first Executive Business Reviews (EBRs) • Work with Ledgy's support team to ensure delivery of world-class admin and participant support • Begin working towards the CEP/ICSA qualification • Work closely with Product Managers to ensure Ledgy's public-specific features are meeting customers' needs • Months 7-12: Scale your impact and build for growth • Scale Ledgy's public markets & trustees function by building efficient processes and leveraging automation, working with the Head of Customer Success to grow the team thoughtfully as customer demand increases • Regularly attend industry events to build your network in the equity plans space • Lead strategic discussions with budget holders at S&P 500/FTSE 100 companies, evaluating platform performance and identifying opportunities to enhance value • Build scalable public ops process that can operate without you in it • This would be a perfect fit if you… • Have 4 years+ experience in the public share plans industry • Have strong relationship management skills • Have managed the NRR for a book of business that is >£2 million in annual revenue; • or have managed the share plan of a listed company • Want to join a fast-paced startup that is growing at >60% year on year • Advantageous but not required: Hold a CEP or ICSA qualification • The interview process: • Getting to know you (45 min): Meet with someone from our people team to talk about your experience and to ask questions about the role • Getting to know you (45 min): • Technical interview (+ take-home prep) (60 min): This will include a take-home assignment that will require preparation and a follow-up in-person meeting to present. This will also include a more in-depth technical conversation. • Technical interview (+ take-home prep) (60 min): • Culture interview (45 min): A chance to meet one of our founders for a 45-minute chat about Ledgy's mission and values • Culture interview (45 min): • Offer • Being part of Ledgy means: • Recharge and re-energize with flexible working hours, 25 days of vacation, and up to 40 days of remote work from outside your home country. • We make space for your own professional development, with a generous yearly learning & development budget. • This role will receive a competitive salary + benefits + equity. All salaries are aligned with competitively benchmarked ranges based on work location and levelling. • For candidates based in London or Zurich we use a hybrid work model of 2 days in the office per week.