Customer Success Lead (Hybrid, London)

Job description

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 https://www.linkedin.com/in/natalee-cynkar/ took a customer live in 3 weeks, created an onboarding implementation playbook driving best practices and milestones, which standardized our project methodology - Nathan https://www.linkedin.com/in/nathan-kim-cpa-033266230/ 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 https://www.linkedin.com/in/petro-hanna-cpa-a41812101/?lipi=urn%3Ali%3Apage%3Ad_flagship3_profile_view_base%3BYa82cyyeTMaNEJnHPR9xfg%3D%3D 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: £40,000 - £70,000 GBP - Base salary: £80,000 - £120,000 GBP - Commission: £15,000 - £30,000 GBP - Private medical insurance through Freedom Elite - Mental health support (Talkspace) - Fertility support (Carrot) - Group life insurance (Allianz) - Workplace pension through Penfold (with salary sacrifice option) - Flexible PTO (28 days, including public holidays) - Home internet, co-working space & office setup support - Unlimited AI token usage - AI skills development & enablement - Learning & development budget for courses, certifications & language learning - Visa sponsorship and relocation support for a move to NYC (after 2 years' tenure) - In-person team meetups (our last ones: Lisbon, Vienna, Warsaw, Cyprus and 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 https://www.linkedin.com/in/nathan-kim-cpa-033266230/, CPA - Implementations Lead at DualEntry