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 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

Relocation support for employees moving to New York

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