Director of Customer Success

DualEntry; New York (NY); Hybride; USD 180 000 - 260 000; Plein temps

Avantages offerts par ce poste

Equity

Base salary

Commission

Health insurance

401(k)

Commuter benefits

Learning budget

Unlimited AI tokens

Visa sponsorship

Flexible PTO

Résumé du poste

DualEntry is building the OS for finance and seeks a seasoned Customer Success leader to own end-to-end account management, drive ERP adoption, and lead post-go-live support for high-tier accounts. You will craft training, SOPs, and workflows while expanding customer value and upsell opportunities.

You will build a world-class CS team, partner with Product and Engineering to relay feedback, and operate in a fast-paced, equity-rich environment with strong growth potential at a top AI-driven

Qualifications

• 8+ years of Customer Success leadership in fast-paced settings.
• Built world-class CS orgs and knows what great looks like.
• Strong technical aptitude (incl. SQL) and ability to learn new platforms.

Responsabilités

• Own end-to-end account management outcomes for key customers.
• Drive ERP adoption, trainings, and expansion opportunities.
• Serve as escalation point for high-tier accounts post go-live.
• Develop and improve SOPs and support processes for owned accounts.
• Build and lead a high-performing CS team and coordinate with Product/Engineering.

Connaissances

Account management

Customer success

Leadership

SQL

Excel/Sheets

Outils

SQL

Excel

Google Sheets

Description du poste

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 took a customer live in 3 weeks, created an onboarding implementation playbook driving best practices and milestones, which standardized our project methodology

• Nathan 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 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

• Flexible PTO (27 days, including public holidays)

• Collaborative, in-office culture with no bureaucracy

• Snacks, drinks, team events & more

“I joined DualEntry to help redefine an industry that hasn't changed in thirty years. My work sits at the intersection of accounting, finance, data, technology, AI, and customer support. It's demanding, but every customer that goes live is a finance team closing their books faster than they ever have, which makes it all worth it.”

Nathan Kim, CPA - Implementations Lead at DualEntry