Customer Success Lead

About the role

BrightLedger sells to Hong Kong SMEs and the accounting practices that serve them. Our product only becomes valuable once a customer's ledgers are connected and reconciled, which means onboarding is not a formality — it is the single strongest predictor of whether they are still with us in a year.

You would lead a team of six across onboarding and ongoing success, owning net revenue retention as your headline number. Right now that number is respectable and inconsistent: customers who complete onboarding in under three weeks renew at nearly double the rate of those who take eight, and nobody currently owns closing that gap.

This is a working lead role. You will carry a small book of our largest accounts yourself, because the person setting the standard for customer conversations should still be having them.

What you'll do

• Own net revenue retention, onboarding time-to-value and the health scoring that predicts both
• Lead, coach and hire within a team of six covering onboarding specialists and success managers
• Redesign the onboarding programme around the connection and reconciliation steps that actually stall customers
• Personally manage a portfolio of strategic accounts, including accounting practice partners with multiple end clients
• Run structured churn reviews and feed the findings to Product with evidence, not anecdotes
• Build the QBR and expansion motion for accounts above a defined threshold

What we're looking for

• 7+ years in customer success, account management or professional services for a B2B software product, including 3 leading a team
• A demonstrated retention or expansion result you can describe with numbers and constraints
• Native Cantonese and business English — SME founders and their accountants expect both
• Comfort with financial data and the ability to hold a credible conversation with a qualified accountant
• Experience running success motions in a CRM and reporting on them to a leadership team

Nice to have

• HKICPA qualification or accounting practice background
• Prior work with accounting software ecosystems or bookkeeping partners
• Experience introducing a health-score model that people actually used

What you get

• Two days a week from home; the team's anchor days are Tuesday and Thursday
• Family medical and dental cover with outpatient included
• Share options and an annual bonus tied to retention, not bookings
• 22 days annual leave and a Friday afternoon finish in July and August
• Wong Chuk Hang office with showers, bike racks and a very serious coffee setup