Customer Success Specialist

At Light were on a mission to replace the ERP. Traditional systems are slow painful to implement and built for factories not modern companies. Our Smart Financial Platform (SFP) is built for todays global service-based businesses automating accounting reporting and financial flows with speed and simplicity.

In just a short time weve gone from idea to powering operations for leading companies like Lovable Legora and Keyshot. We build with our customers ship at high velocity and obsess over making finance software that people actually love to use.

Youre joining an early-stage company defining a new software category backed by top investors including Balderton Atomico Cherry Ventures Seedcamp and Entrée Capital. Our advisory board includes the former CTO of Workday Financials the Chief Architect of SAP S/4HANA along with EY and Oracle SVPs. At Light youll work with exceptional people build category-defining products and have the freedom to shape something truly transformative.

This Customer Success Specialist role

• Respond to customer inquiries through our support channels (slack email and tickets) providing timely and effective solutions.

• Identify and manage technical escalations to ensure smooth and fast resolution of complex issues.

• Help customers adopt best practices in using ERP and fintech tools to improve efficiency and financial performance.

• Monitor and act on CSAT NPS and retention indicators to drive customer satisfaction and loyalty.

• Serve as a trusted partner for customers ensuring they derive maximum value from our platform.

• Proactively identify at-risk customers and work with the Head of Customer Success to develop retention plans.

• Collaborate cross-functionally with internal teams to advocate for customer needs and suggest improvements to processes product and support workflows.

• Contribute to internal documentation FAQs and knowledge base to empower customers and internal teams alike.

How you fit into the team

As a Customer Success Specialist youre more than a support agent youre a customer advocate. Youll help clients achieve their goals solve financial and operational challenges and get the most value from our ERP-integrated fintech platform.

Youll be the main point of contact through chat and tickets driving CSAT retention and efficiency while collaborating with Implementation Product Engineering and Finance to represent the voice of the customer. Your curiosity empathy and problem-solving skills will help every customer become a long-term success story.

Your qualifications:

• 12 years of experience in Customer Success or Customer Support.

• Excellent communication and relationship-building skills.

• Strong troubleshooting and problem-solving mindset.

• Comfortable managing multiple customer requests while maintaining empathy and professionalism.

• Experience with ticketing and CRM systems (e.g. Zendesk Freshdesk Intercom Salesforce HubSpot).

• Solid understanding of financial workflows or ERP processes.

• Able to think strategically and practically: balancing customer requirements technical constraints and Lights product roadmap.

• Practical experience using AI or emerging technology tools to improve productivity insight or decision-making with the ability to apply first-principles thinking to new problems.
  

Bonus points

• Experience in SaaS / FinTech industry especially working with multi-entity financial operations or global accounting standards.

• Prior experience working with ERP systems (SAP Oracle NetSuite Odoo QuickBooks or similar) and familiarity with cloud-based systems.

• Background or education in finance or accounting (e.g. accountant finance assistant).

The good stuff

In addition to being part of a great team and working in a really fun and innovative environment we offer:

Competitive salary
Generous package of paid annual leave public holidays in your country
Regular socials and company Starsite off-sites
A huge opportunity for career growth as you will help shape a market-defining product.

Final words

Working at Light means youre embarking on an exciting journey to reshape the future of multinational financial operations. Our cheat code is that weve built something like this before and are now doing it again only better. Our goal is to make global finance effortless and empower companies to make informed decisions.

If youre excited about helping organisations adopt cutting-edge financial tech and thrive in roles where you both strategise technically and deliver demos that win deals wed love to hear from you at

Join the rocket ship while it is taking off

Required Experience:

IC