Dualentry
Director of Customer Success
New York City. Posted 3 months ago
The role
The Director of Customer Success will own end-to-end account management outcomes and drive ERP adoption and expansion. You will build and lead a team of Customer Success Managers and work with Product and Engineering to influence the product roadmap.
What you will do
- Manage key customer relationships, run success plans, and lead recurring check-ins
- Deliver and systemize trainings, optimize customer workflows, and drive upsell/cross-sell opportunities
- Resolve critical issues for high-tier accounts post-go-live
- Create and continuously improve SOPs, best practices, support documentation center, and overall support processes
- Handle support for owned accounts
- Build and lead a high-performing team of Customer Success Managers
- 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
Required qualifications
- 8+ years of Customer Success leadership
- Strong technical aptitude (incl. SQL)
- Ability to quickly learn new software platforms
- Expert Microsoft Excel/Google Sheets skills
Nice to have
- Experience in ERP, accounting, accounting audit, finance solutions or professional services
Benefits
- Significant equity ownership
- 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
About the company
DualEntry is building the OS for finance with an AI-native ERP that automates accounting. The company has raised $100M+ from investors including Lightspeed, Khosla Ventures, Contrary and Google Ventures.