Customer Success Manager

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LEDGE'S MISSION is to reinvent how finance teams work by building AI agents that actually do the work, not just automate it.

We began with an industry-leading reconciliation platform used by top finance teams. We are now broadening our scope to develop a completely AI-native close management solution, built upon our strong existing platform that is already competitive with leading industry offerings. Our agents autonomously prepare, reconcile, validate, and manage the close end-to-end with finance-grade accuracy and transparency. We're designing new tools for the Office of the CFO: a scalable, trustworthy data pipeline combined with autonomous AI workflows and a clean, consumer-grade experience.

THE ROLE

As Customer Success Manager, you will own two things above all else: getting customers live quickly and keeping them healthy. 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.

This role is based at our Financial District office in New York City, with a four-day in-office expectation and reasonable flexibility.

RESPONSIBILITIES

Onboarding

• 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.

• Coordinate closely with Ledge's Engineering team on ERP integration, platform configuration, and data connectivity. You are expected to triage integration issues independently and escalate with full context when Engineering involvement is required.

• Configure the customer's close checklist, materiality thresholds, approval workflows, user permissions, and entity structure within Ledge.

• Build and demonstrate the first AI agents with the customer during onboarding then enable the team to build independently.

• Establish clear, written success milestones at contract signing and hold both parties accountable to the agreed timeline.

• 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.

Customer Health

• 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.

• Monitor health signals across your book: agent run success rates, task completion velocity, time-to-firs…