Bluewater Software Corp Defunct
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
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