Customer Success Lead/Manager
At a glance
Senior Customer Success role at DualEntry. New York City · full-time · $140,000–$190,000 base.
growthroles summary, based on the employer's posting.
What you'll do
- Manage key accounts through success plans, recurring check-ins, adoption work, and expansion opportunities
- Train customers and improve their workflows, with particular attention to month-end close
- Handle serious post-launch problems for high-tier accounts and support your assigned customers
- Build support playbooks, documentation, standard procedures, and stronger service processes
- Translate customer issues into product feedback while configuring DualEntry around accounting requirements
What you bring
- At least four years in ERP, accounting audit, accounting, or finance solutions
- Experience implementing or using ERP systems such as NetSuite or Intacct
- Ability to turn accounting needs into system setups and automated workflows
- Strong technical skills, including SQL, plus expert Microsoft Excel or Google Sheets ability
Who this fits
You’ll suit a senior customer success role combining account ownership, ERP implementation, accounting knowledge, technical configuration, and support operations. The job is onsite in the USA and involves an in-office setting with high expectations. Visa and permanent residence sponsorship are available.
From the employer
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 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 (incl. SQL) and ability to quickly learn new software platforms
Expert Microsoft Excel/Google Sheets skills
Bonus: Professional services / consulting/ account management experience
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: $140,000 - $190,000
Commission: $15,000 - $35,000
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
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Customer Success$140k+
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