Digital Customer Experience Lead

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.

Our customers are successful European companies, like Wefox, Bitpanda, Gorillas, Trade Republic, and many more.

Since our incorporation in 2017, we've been listed every year among the TOP 100 Swiss startups and are ranked as the #1 ICT startup in Switzerland.

Ledgy's $10m Series A round in September '21 marked the entry of renowned Silicon Valley investor **Sequoia Capital** into the Swiss startup ecosystem—almost 50 years after its founding.

Our goal at Ledgy is to use this freshly acquired confidence (and capital) to build one of the greatest teams in Europe and boldly go to where no company has gone before ‍

We are an international and diverse team of 33 people, 50% women, coming from 22 different countries and speaking 20 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 **Digital** **Customer Experience Lead** at Ledgy, your mission is to make sure our self-serve customers get the highest possible value out of Ledgy throughout their digital life-cycle, be the customers' voice, and propel the product forward.

**Day to day responsibilities**:**Short term (3-6 months): Set up operations needed for a scale digital CX approach**
- Create **content architecture and educational content** about how to use Ledgy and customer's best practices to help self-serve customers get the most out of our platform.
- Work with PM and CX team to translate new products and features into usable tools and content for self-serve Ledgy customers.
- **Evaluation, analysis and optimization** of the current **customer** **journey** for self-serve customers in collaboration with the product led growth team:

- Identify key milestones for Ledgy users that lead to adoption and expansion
- Create a tech-touch strategy for reducing time to value (Onboarding) with the idea of expanding it to the entire Customer Lifecycle

**Long term (after 3-6 months): Build and lead the Digital CX team**
- **Lead** digital touch customer experience team
- Build a **Pooled/Scaled** **CX** **team** (1:many approach In contrast to enterprise CX managers that handle dedicated clients)
- **Develop** and **implement** lifecycle processes and metrics that result in high **product** **adoption** and **expansion** among the **growth** **segment** (self-serve), creating network effects and upselling to the scale segment.
- **Evaluate** and **implement** the **digital approach** for key customer moments in the **customer journey**:

- Continually improve onboarding programs, focusing on reducing time to value during the entire customer lifecycle
- **Partner closely with enterprise CX managers** to exchange learnings from both customer segments and with that improve processes, retention and product adoption.
- Implement digital CX processes in a way that also supports the enterprise segment in achieving product adoption

**You'll be a great fit for the job if you...**:

- have relevant experience in Customer success or related roles (implementation, onboarding, adoption, etc.) with a focus on self-serve customer segments
- are part of a fast-growing SaaS business
- have B2B experience
- have developed a new self-service onboarding model
- have managed over 100 client accounts with high Renewal rates,
- have experience lowering Time to Value in a 1:many context, low touch-tech touch experience,
- are responsible of Customer Success Metrics & strategies for tech-touch/ self-serve customer segments
- have helped scale a CX team, optimized parts of the customer journey, for example: onboarding, support requests, documentation, reducing churn, optimizing for renewal
- are excited about all topics equity, startup related.
- are driven by a deep sense of contribution, modesty, and openness
- have a transparent empathetic communication style that empowers others
- enjoy working with numbers and finding creative solutions to problems

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