Customer Success Lead

About the role

This role is responsible for managing key customer relationships, running success plans, and leading recurring check-ins. The Customer Success Lead will also own ERP adoption and expansion, deliver and systemize trainings, optimize customer workflows, drive upsell/cross-sell opportunities, resolve critical issues for high-tier accounts post-go-live, operationalize customer support, create and continuously improve SOPs, best practices, support documentation center, and overall support processes. Additionally, the role involves working closely with Product and Engineering to relay bugs, prioritize feature requests, and influence the product roadmap. Finally, the Customer Success Lead is expected to develop deep expertise in using DualEntry and translate real accounting requirements into system configurations and automated workflows.

Responsibilities

• Own e2e account management outcomes: Manage key customer relationships, run success plans, and lead recurring check-ins, based on customer tiers you’ve developed
• Own ERP adoption & expansion: Deliver and systemize trainings, optimize customer workflows (especially month-end close), and drive upsell/cross-sell opportunities
• Be the ultimate escalation point: Resolve critical issues for high-tier accounts post-go-live
• Operationalize customer support: Create and continuously improve SOPs, best practices, support documentation center, and overall support processes, while handling support for your owned accounts
• Drive cross-team: Work closely with Product and Engineering to relay bugs, prioritize feature requests, and influence product roadmap
• Develop deep expertise in using DualEntry and translate real accounting requirements into system configurations and automated workflows

Requirements

• $4+ years of experience in ERP, accounting audit, accounting or finance solutions
• Strong preference for candidates with experience in an in-house or public accounting role
• ERP Implementation, finance professional services or project management experience
• Experience using or implementing ERPs (e.g., NetSuite, Intacct)
• Proven ability to translate accounting requirements into system configurations and automated workflows
• Strong technical aptitude (incl. SQL) and ability to quickly learn new software platforms
• Expert Microsoft Excel/Google Sheets skills

Qualifications

• Hardcore work ethic and high agency

Skills

• Technical aptitude (incl. SQL)
• Expert Microsoft Excel/Google Sheets skills

Benefits

• Equity: $33,000 - $55,000
• Base Salary: $100,000 - $160,000
• Commission: $10,000 - $50,000
• 15 PTO days + 12 public holidays
• Full medical, dental & vision insurance
• Commuter benefits
• 401k benefits

Pay

$100,000 - $160,000 / year

Schedule

Not specified