Director of Customer Success

DualEntry • ,

6d • $140,000 - $210,000 • Onsite

About The Position

DualEntry is a rapidly growing AI startup founded in 2024, aiming to revolutionize the ERP market. Our AI-native ERP solution helps accounting teams increase efficiency by automating manual data entry. We are backed by prominent investors and a team with experience from leading tech and accounting firms. This is an opportunity to join an early-stage company with significant momentum and shape the future of finance technology. As the Director of Customer Success, you will be responsible for account management, customer support, and ERP consulting. You will build and lead a team to ensure customer adoption, retention, and long-term growth. This is a hands-on role requiring full ownership, a drive for excellence, and the ability to raise the bar for the customer success function.

Requirements

• Hardcore work ethic and high agency.
• 8+ 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 Implementation, finance professional services, or project management experience.
• Experience using or implementing ERPs (e.g., NetSuite, Intacct).
• Proven ability to translate accounting requirements into system configurations and automated workflows.
• Strong technical aptitude (including SQL) and ability to quickly learn new software platforms.
• Expert Microsoft Excel/Google Sheets skills.

Nice To Haves

• Professional services / consulting/ account management experience.

Responsibilities

• Own end-to-end account management outcomes, including managing key customer relationships, executing success plans, and leading recurring check-ins based on developed customer tiers.
• Drive ERP adoption and expansion by delivering and systemizing trainings, optimizing customer workflows (especially month-end close), and identifying upsell/cross-sell opportunities.
• Serve as the ultimate escalation point for resolving critical issues for high-tier accounts post-go-live.
• Operationalize customer support by creating and improving Standard Operating Procedures (SOPs), best practices, a support documentation center, and overall support processes, while also handling support for owned accounts.
• Collaborate with Product and Engineering teams to relay bugs, prioritize feature requests, and influence the product roadmap.
• Develop deep expertise in DualEntry and translate real accounting requirements into system configurations.

Benefits

• Significant equity ownership
• 15 PTO days
• 12 public holidays
• Full medical, dental & vision insurance
• Commuter benefits
• 401k benefits
• On-site team culture - high collaboration, no bureaucracy

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed