Director of Customer Success

ABOUT DUALENTRY 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. You'll find leaders, colleagues who've competed at the highest levels of sport, performed on Broadway, trained with UFC champions and founded the country’s largest Python community. WHERE YOU'LL CREATE IMPACT - 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 WHAT SETS YOU UP FOR SUCCESS - 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. WHY YOU’LL THRIVE HERE - Significant equity ownership in one of the top AI companies in the world - You’re joining early and will grow with DualEntry - Your feedback shapes the product directly - High-speed, high-trust environment with high expectations MEET THE CX TEAM - Natalee https://www.linkedin.com/in/natalee-cynkar/ took a customer live in 3 weeks, created an onboarding implementation playbook driving best practices and milestones, which standardized our project methodology - Nathan https://www.linkedin.com/in/nathan-kim-cpa-033266230/ inherited 4 complex implementations in his first month, took 2 of them live (put a detailed plan together for the other two), and used Claude to build an internal implementation tracker - Petro https://www.linkedin.com/in/petro-hanna-cpa-a41812101/?lipi=urn%3Ali%3Apage%3Ad_flagship3_profile_view_base%3BYa82cyyeTMaNEJnHPR9xfg%3D%3D personally manages 20 customers (and growing), he is an SME in complex tax situations and our customers have praised him as a “true gentleman”! BENEFITS & COMPENSATION - 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, dri…