Customer Success Specialist

At Light, we’re 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 today’s global, service-based businesses, automating accounting, reporting, and financial flows with speed and simplicity.In just a short time, we’ve 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.You’re 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, you’ll work with exceptional people, build category-defining products, and have the freedom to shape something truly transformative.This Customer Success Specialist roleRespond 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 TeamAs a Customer Success Specialist, you’re more than a support agent — you’re a customer advocate. You’ll help clients achieve their goals, solve financial and operational challenges, and get the most value from our ERP-integrated fintech platform.You’ll 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 Could Be1–2 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 Light’s product roadmap. Bonus pointsExperience 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). What To Expect In Our Hiring ProcessShort chat with our Talent PartnerInterview with Hiring Manager and one team memberInterview with leadershipOfferThe good stuffIn addition to being part of a great team and working in a really fun and innovative environment, we offer:💸 Competitive salary + stock options in our fast-growing start-up🏝 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 wordsWorking at Light means you’re embarking on an exciting journey to reshape the future of multinational financial operations. Our cheat code is that we’ve 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 you’re excited about helping organisations adopt cutting-edge financial tech, and thrive in roles where you both strategise technically and deliver demos that win deals, we’d love to hear from you at careers@light.inc.Join the rocket ship while it is taking off 🚀