Customer Success Manager

Location: United States (Remote/Hybrid – preference for Eastern or Central time zones)

About LemonEdge 

LemonEdge is a next-generation accounting platform purpose-built for private capital markets. Our technology gives fund administrators and asset managers the tools to automate complexity, improve transparency, and scale faster. With strong early traction in North America and EMEA, we are now entering our next phase of growth focused on customer expansion, operational discipline, and world-class client experience.

Role Overview 

We are hiring a Customer Success Manager (CSM) to manage a portfolio of strategic and growth clients post-implementation. You’ll be the primary point of contact responsible for ensuring client satisfaction, product adoption, and long-term retention.

This is a hands-on, high-impact role ideal for someone who thrives in customer-facing environments, loves solving problems, and has a commercial mindset. You’ll play a key role in LemonEdge’s customer success journey helping to define what world-class success looks like in a high-growth, B2B SaaS context.

Key Responsibilities

     1. Client Success & Relationship Management

• Act as the main point of contact for a portfolio of post-implementation clients, building long-term, trusted relationships.
• Conduct regular check-ins and strategic reviews to assess account health and product usage.
• Proactively identify risks, expansion opportunities, and improvement areas within client accounts.

     2. Onboarding & Adoption

• Partner with Implementation and Delivery to ensure a seamless transition into Customer Success post go-live.
• Drive product adoption through tailored success plans, training, and user enablement activities.
• Monitor key onboarding milestones and ensure clients are set up for long-term success.
  

    3. Value Realization & Growth

• Understand the client’s strategic goals and align LemonEdge’s features to support those objectives.
• Identify expansion or upsell opportunities and partner with the Commercial Team to execute growth plans.
• Track usage trends and generate insights to inform client engagement strategies.
  

   4. Issue Resolution & Advocacy

• Act as the voice of the customer within LemonEdge, ensuring issues are surfaced and addressed promptly.
• Escalate critical support or product feedback to the appropriate teams (Product, Engineering, Support).
• Coordinate across internal stakeholders to deliver a smooth customer experience.
  

   5. Success Planning & Reporting

• Create and maintain Success Plans for each client, including key contacts, goals, milestones, and risk assessments.
• Maintain accurate records of activity and engagement in the CRM and Customer Success platform.
• Contribute to Customer Success playbooks and templates to support scaling efforts.
  

Ideal Candidate Profile

Attribute         Requirement

Experience   3–5 years in Customer Success, Account Management, or SaaS client-facing roles

Industry        Experience in B2B SaaS, FinTech, or enterprise software (especially in regulated or financial     

                      environments)

Skills               Strong communicator and relationship builder, adept at navigating complex client structures

Mindset        Commercially aware, data-driven, and highly proactive; thrives in fast-paced, scaling environments

Tools             Comfortable with CRM systems

Bonus           Prior experience in private equity, fund administration, or financial operations environments is a plus

Key Metrics & KPIs

Category                     Requirement

Account Health       Portfolio accounts with active Success Plans – 100%

Engagement            QBR coverage – 90%+ of applicable accounts quarterly

Expansion                 New ARR above forecast. % of existing contracted ARR revenue in year

Churn Prevention  Retention rate – 95%+ annually

Advocacy                 NPS (Post-onboarding and annually) – 70+

Responsiveness    Time to Resolution (client-raised issues) – 90% within SLA