Customer Success Operations Analyst

Job Description

Ledgy’s mission is to democratize ownership in startups. We create transparency for all stakeholders of a company and bring scalability to important processes for founders such as managing their stockholders, preparing financing rounds, and granting equity to all their employees.

Ledgy was founded in Switzerland in 2017 – in fact, we were the first ever Swiss company to be backed by Sequoia Capital. 🇨🇭 Today, Ledgy is a pan-European company with offices in London and Berlin as well as our HQ in Zürich.

We are proud to partner with some of the world’s leading investors. New Enterprise Associates led our $22m Series B round in 2022, with Jonathan Golden joining Sequoia’s Luciana Lixandru on our board. We are now focused on building incredible equity experiences for companies and teams, to make Europe the best place in the solar system to own equity 👩🏻‍🚀🚀

We encourage diversity and are an international team of 72 people, coming from 26 different countries and speaking 25 different languages.

We believe that startups are a main driver of positive change in the world and help create equal opportunities for everyone outside of corporate hierarchies. Humanity needs solutions for the current challenges, like climate change and the best source for this innovation are startups. We try to live by strong moral values and offer an example to other companies, while helping them be more successful with our product so they can drive the change forward.

We believe that equal opportunities for all social groups of society are necessary, and are committed to a culture where everyone feels welcome and respected. Psychological safety and a culture of modesty and openness is important to us.

We sincerely live and work by our beliefs so every hire for us is an important one. We’ve done a great job so far in building our team and our hope is that you will be able to join us.

As a Customer Success Operations Analyst at Ledgy, your mission is to ensure our customers get value from Ledgy right from the start by implementing new tools and processes and providing data-driven insights that enable effective decision-making in Customer Success.

At Ledgy, you will...

• Together with the CS team identify and then own the development, and scaling of the operational foundation (systems and processes) to drive the success of our CS operations
• Develop reporting and dashboards (past results, forecasts) to drive effective decision-making in CS
  • Track leading indicators of customer health (retention, adoption, utilization, NPS)
  • Develop analytical insights that drive actions to maximize our customer outcomes
• Implement and drive adoption of new customer lifecycle processes and related resources (software solutions, content, and playbooks) that drive productivity, efficiency, and visibility across the entire CS team
• Have monthly 1-on-1s with your Rev Ops team lead to fuel your professional and personal growth

You’ll be a great fit for the job if you...

• Have at least 1-2 years of experience working in customer-facing roles in high-growth B2B SaaS startups ideally from Series A - Series B
• Are technically savvy, highly driven, independent, and have the capability to build a solid business report 👩‍🚀
• Are energized by designing and implementing processes and growth-enabling initiatives for scale 📈
• Are someone who can “get their hands dirty” but also up-level to think strategically 💪
• Are passionate about learning new skills in a fast-paced environment ⭐
• Are a true team player, gaining joy from collaborative environments with healthy debate, ideation, and ownership 🫂
• Are able to easily communicate complex technical problems to "non-techies" and have experience in managing senior stakeholders

You'll be an even greater fit if you...

• Have experience working with customers in a B2B SaaS startup
• Know the ins and outs of SaaS CS best practices and processes
• Have subject matter expertise in modern CS tools (Vitally, HubSpot, Intercom, Customer Success platforms, NPS tools, etc.)

Being part of Ledgy means to

• See “the whole journey” and be one of the first team members of a company that scales from Switzerland to be the major player in Europe and globally
• Work with a passionate team with diverse interests such as the outdoors ⛰️, meditation 🧘, and space exploration 🌌
• Have a chance to get to know the startup world and it’s leaders inside and out
• Have flexible working hours, be able to work remotely, and benefit from 25 days of vacation
• Get stock options to become an owner of Ledgy yourself
• Take part in company off-sites and in optional regular team activities

…all this to create a fun 🎉 and productive 👩🏾‍💻 working environment where personal hobbies and projects have enough space as well.

Please note: within CH and UK we hire via our own entity, whilst outside of these countries we are able to offer employment opportunities via a global payroll service provider. Currently, we’re not able to accommodate freelancing agreement contracts.