Customer Success Lead/Manager

About this role

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
• 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
• 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 Imple...