Director of Customer Success

About the Role

DualEntry is building the OS for finance. Every business needs a financial system of record, yet the world's largest fintech market ($220B+) still runs on software from the 1990s. DualEntry's AI-native ERP automates accounting from data entry to close, so finance teams move faster, spend less and incur less risk.

In just 2 years we've raised $100M+ from Lightspeed, Khosla Ventures, Contrary and Google Ventures and earned the trust of customers from $5M ARR to publicly traded companies. We hire outliers - people who have achieved difficult things, in their careers or beyond.

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
• Build and lead a high-performing team of Customer Success Managers, setting them up for success
• Drive cross-team: Work closely with Product and Engineering to relay bugs, prioritize feature requests, and influence product roadmap
• Become a product expert: Develop deep expertise in using DualEntry and translate real accounting requirements into system configurations

Requirements

• Hardcore work ethic and high agency
• 8+ years of Customer Success leadership, ideally in fast-paced, high-intensity settings
• You've built a world-class CS org before, and you know what great looks like
• Strong technical aptitude (incl. SQL) and ability to quickly learn new software platforms
• Expert Microsoft Excel/Google Sheets skills
• Bonus: Experience in ERP, accounting, accounting audit, finance solutions or professional services

Benefits

• Equity: $35,000 - $50,000
• Base Salary: $180,000 - $260,000
• Commission: $15,000 - $45,000
• Medical, dental & vision insurance
• One Medical membership
• Mental health support (Talkspace)
• Fertility & family-building support (Kindbody)
• Virtual healthcare (Teladoc Health)
• 401(k) benefits
• Commuter benefits
• Learning & development budget for courses, certifications & language learning
• Unlimited AI tokens
• AI skills development & enablement
• Visa & permanent residence sponsorship
• Relocation support for employees moving to New York
• Flexible PTO (27 days, including public holidays)
• Collaborative, in-office culture with no bureaucracy
• Snacks, drinks, team events & more