Implementation & Advanced Services Lead

Why this role matters:

Ledgy is transforming its customer motion to lay the foundation for hyper growth over the next 12 months. We hit >65% growth last year and are on track to reach 100% in 2026.

Onboarding is the moment we turn a signed deal into a delighted, expanding customer - and this role will own it end-to-end. For context, our NRR is >110% and we believe doubling down on our Implementation team/process etc. will drive this north of 120%.

You'll own Ledgy's entire onboarding experience across every tier, from self-serve and AI-led journeys through to white-glove enterprise migrations and lead the small, talented and AI-first team that delivers them.

At the same time, you'll scale our newest revenue engine: Advanced Services, a paid offering that offers our customers the chance to outsource core elements of equity plan admin to Ledgy. It has the potential to become one of the biggest upsell drivers in the company.

You'll combine three things that rarely sit in one person: the project management rigour to run complex enterprise onboardings, the data and AI fluency to automate the rest, and the customer-facing presence to lead C-suite stakeholders with confidence. If you want to build a function from the ground up at a fast-scaling company, this is it.

The best of it all, you get to work with the who is who in Europe and later in 2026, also the US. We already support the most valuable companies in Europe across 9 countries.

Your Growth Journey

Months 1-2: Ramp up and take the reins

• Become fluent in equity management concepts, Ledgy's product, and the realities of cap table and share plan migrations
• Get to know the two Implementation Specialists who'll report to you, and understand how onboarding works today across each tier
• Get hands-on with the AI tooling at your disposal: we recently ran our first end-to-end AI onboarding carving a path to reducing data migration from weeks to a single day
• Map the current onboarding process across self-serve, AI-led, and white-glove tiers, and form a point of view on what "great" looks like for each

Months 3-6: Own the process and lead the team

• Take full ownership of the onboarding process across all tiers: define the playbooks, milestones, and time-to-first-value targets.
• Become a player-coach and set the standard for the Implementation Specialist team, holding the bar on quality and customer experience
• Run true enterprise onboardings yourself - migrations involving 10,000+ employees, multiple client stakeholder teams, and demanding go-live deadlines
• Scale Advanced Services: build the delivery model, cost-monitoring, and resourcing needed to grow it sustainably

Months 6-12: Build the engine and expand your impact

• Turn Advanced Services into a repeatable, scalable program and a meaningful upsell revenue driver, with clear ownership and capacity to grow
• Demonstrate measurable improvements to onboarding across every tier, leveraging data and AI to compress time-to-value and reduce cost-to-serve on lower tiers
• Grow the team thoughtfully as volume increases: hiring, onboarding, and developing Implementation Specialists
• Partner with Sales to refine handoffs and ensure seamless transitions from prospect to customer, and with Strategic CSMs to set accounts up for expansion
• Build automated reporting and dashboards to track onboarding health and success rates across customer segments
• Feed onboarding patterns and customer insights back into product, and build a knowledge base that powers self-serve and AI-led onboarding at scale

What we're looking for

This role sits at the intersection of three skillsets. You don't need to be world-class at all three on day one, but you should be in at least two and hungry to grow the third.

Project management & structured delivery

• Demonstrable project management experience: consulting, professional services, systems implementation, or a comparable background running complex, multi-stakeholder projects to deadline
• Confident managing large client stakeholder teams and delivering enterprise projects ahead of schedule
• Comfortable in a fast-paced environment with high context switching

Data, systems & AI

• Data literate: comfortable working in spreadsheets with large volumes of sensitive data
• Experience with systems implementation and solving organisation-to-system integration problems (e.g. Workday, payroll, HRIS, or equity platforms)
• Demonstrable aptitude with, or strong appetite to master, AI tools such as Claude Cowork to automate manual work

Customer-facing leadership

• Confident leading customer calls with C-suite stakeholders
• Excellent communication skills and a tailored, specialist-led approach to customer relationships
• People leadership experience, or clear readiness to lead and coach a team for the first time

And across all of it

• Equity / share plans experience is a strong advantage
• A builder mentality: you want to own and improve Ledgy's onboarding process and stand up Advanced Services as a function, not just run what exists
• A collaborative approach: comfortable working closely with Customer Success, Sales, and cross-functional teams to deliver better outcomes for our customers