Customer Success & Operations Manager (Public Markets)

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.