CX Operations Specialist


Zürich, Zürich, Switzerland Remote

Full time

Dec 6

As a Customer Success Operations Specialist 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 CX.

At Ledgy, you will...

  • Together with CX identify and then own development, and scaling of the operational foundation (systems and processes) to drive the success of our CX team
  • Develop reporting and dashboards (past results, forecasts) to drive effective decision making in CX
  • 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 CX 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...

  • 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 ⭐
  • Have at least 2-3 years of experience working in customer-facing roles in high-growth B2B SaaS startups ideally from Series A - Series B (20 to 150 headcount)
  • 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 CX best practices and processes
  • Have subject matter expertise in modern CX tools (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 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.

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