Director of Customer Success

DualEntry dualentry.com Open · verified Sep 11, 2026

On-site New York City Full-time Director Customer Success

Leadership Customer Success role at DualEntry. New York City · full-time · $180,000–$260,000 base.

SalaryStated by DualEntry

$180,000 – $260,000

Base salary for this role, in USD per year, as published in the posting.

Role brief

Growth Roles summary, based on the employer's posting.

What you'll do

You manage strategic accounts through success plans, regular reviews, and tier-based coverage
You increase ERP adoption through training, better month-end close workflows, and expansion opportunities
You resolve serious post-launch issues for high-tier customers and support the accounts you own
You build the support operating model through SOPs, documentation, and repeatable processes
You lead Customer Success Managers and turn customer issues into product and roadmap input

What you bring

You have at least eight years leading Customer Success in demanding, fast-moving environments
You have built a strong Customer Success organization and know how effective execution looks
You bring technical fluency, including SQL, and can learn unfamiliar software quickly
You work with high drive and take ownership without waiting for direction
You are highly skilled with Microsoft Excel and Google Sheets

Who this fits

You'll suit a hands-on director role with high expectations, team-building responsibility, and direct product influence. The job is onsite in the USA within a collaborative in-office culture, with relocation help available for moves to New York. DualEntry states that it offers visa and permanent residence sponsorship.

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
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