Customer Success & Operations Manager (Public Markets)

Ledgy; Greater London; Híbrido; GBP 85.000 - 130.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible hours

25 days vacation

Remote work up to 40 days abroad

Learning budget

Descripción de la vacante

Ledgy in London is seeking a Senior Customer Success professional to own day-to-day public operations, including payments and settlements, and to manage the public customer book's net revenue retention. You will guide customers through IPOs and liaise with broker and nominee partners to support equity events.

The role reports to the Head of Customer Success and requires 4+ years in public share plans, with CEP/ICSA as a plus.

Formación

• 4+ years in the public share plans industry.
• Proven ability to own net revenue retention.
• Strong relationship management with executive stakeholders.

Responsabilidades

• Own NRR for a book of public company clients.
• Manage broker/nominee relationships and facilitate share events.
• Guide customers through IPOs and major equity events.
• Lead executive business reviews with public company stakeholders.
• Oversee payments and settlements for public accounts and scale processes.
• Collaborate with Product to reflect customer voice.

Conocimientos

Public markets experience

NRR ownership

Relationship management

IPO guidance

Educación

CEP or ICSA qualification

Descripción del empleo

At Ledgy, we’re on a mission to make Europe a powerhouse of entrepreneurship by building a modern, tech-driven equity management and financial reporting platform for private and public companies. In 2026, we aim to be the leading provider for European IPOs and reporting for share-based payments. We are a value-based company with a core focus on being humble, transparent, ambitious and impactful, all in order to delivery the best experience for our customers and end users.

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 Philip Chopin joining Sequoia’s Luciana Lixandru on our board.

We were founded in Switzerland in 2017 and today we operate globally from offices in Zurich and London. We encourage diversity and are an international team coming from 26 different countries and speaking 25 different languages.

About the role

This role will play a vital part in facilitating the growth of Ledgy's public markets segment in 2027, by providing an exceptional experience for our customers. There are two key elements to this role: own Ledgy's day-to-day public operations processes including payments and settlement; own the relationships and net revenue retention of Ledgy's public customer book. This is a high-impact, high-ownership role, reporting directly into the Head of Customer Success.

Location: London, UK (Hybrid)

Share plans experience is essential.

At Ledgy you will:

• 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

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)
• Join pre-sales calls as the go-to expert on post-sales support for public companies
• 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
• Intro call with team member (45 min): Your first meeting with a member of the CS team, incl. a lighter technical and experience conversation
• 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.
• Culture interview (45 min): A chance to meet one of our founders for a 45-minute chat about Ledgy's mission and values
• 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.