Customer Success Lead

About the role

This position drives complete customer lifecycles and owns end-to-end outcomes for assigned accounts. The role translates complex accounting workflows into system setups and configuration. Performance directly shapes product decisions while protecting customer success metrics. You will act as the strategic owner for high-value customers, ensuring their journey from adoption to expansion is seamless and impactful. The position requires a blend of operational rigor and visionary thinking to turn customer needs into scalable system solutions. You will be responsible for defining the narrative of success for each account you touch. Ultimately, this role bridges the gap between customer ambition and DualEntry execution, making the complexity of finance feel effortless.

Key facts

What you'll do

• Manage end-to-end account outcomes for assigned customers, ensuring satisfaction and retention targets are met.
• Develop and execute success plans aligned with DualEntry capabilities, mapping milestones and value realization timelines.
• Drive ERP adoption and systematize training for key workflows, enabling users to leverage the platform to its full potential.
• Optimize month-end close processes for efficiency and accuracy, identifying bottlenecks and automation opportunities.
• Act as the primary escalation resolution point for high-tier accounts post-go-live, resolving complex issues swiftly.
• Establish and refine support playbooks, documentation, and operational processes to create a scalable knowledge base.
• Collaborate with Product and Engineering to relay bugs and prioritize features, ensuring feedback loops are actionable.
• Become a DualEntry product expert and configure intricate accounting requirements into working systems that solve real problems.
• Translate customer requirements into automated workflows that accelerate financial close cycles and reduce manual overhead.
• Maintain partner relationships to ensure implementation and product teams receive frontline insights that drive strategy.
• Analyze usage data and health metrics to identify at-risk accounts and proactively intervene with tailored solutions.
• Champion customer wins and case studies internally, highlighting best practices that can be replicated across the portfolio.
• Lead cross-functional workshops to gather requirements and align on strategic objectives for key stakeholders.
• Mentor junior team members on best practices for customer engagement and technical configuration.

Requirements

• Demonstrated hardcore work ethic and high agency, thriving in fast-paced, ambiguous environments.
• Four or more years of experience in ERP, accounting audit, or finance solutions, with a proven track record.
• Prior experience in an in-house or public accounting role is strongly preferred, providing real-world context.
• Background in ERP implementation, finance professional services, or project management, with a focus on delivery excellence.
• Experience using or implementing ERPs such as NetSuite or Intacft, understanding the nuances of financial systems.
• Proven ability to translate accounting requirements into system configurations and automated workflows that deliver value.
• Expert-level skills in Microsoft Excel and Google Sheets, leveraging advanced formulas and data manipulation.
• Strong technical aptitude, including familiarity with SQL and the ability to learn new software platforms quickly.
• Bonus: Professional services, consulting, or account management experience that adds depth to customer interactions.
• Capacity to manage multiple priorities simultaneously while maintaining attention to detail and accuracy.
• Excellent written and verbal communication skills, capable of simplifying complex concepts for diverse audiences.
• Willingness to adhere to company policies and procedures, ensuring consistency in customer engagements.
• Commitment to maintaining confidentiality and handling sensitive financial information with the utmost integrity.
• Flexibility to work in a hybrid model, balancing remote collaboration with in-office presence for key sessions.
• Alignment with company values, contributing to a high-trust, high-performance culture.

Nice to have

• Experience working with AI tools in a professional services context, enhancing delivery efficiency.
• Familiarity with CRM platforms, particularly those used for tracking customer health and engagement.
• Background in fintech or SaaS environments, where rapid iteration and customer focus are critical.
• Previous involvement in developing internal documentation or training materials for scalable onboarding.
• Exposure to global accounting standards and regulatory considerations, adding breadth to customer support.

Practical notes

• Visa sponsorship and relocation support for a move to NYC (after 2 years' tenure).
• Hybrid work model requiring presence in London, UK, alongside remote flexibility.
• Full-time engagement with standard working hours aligned with company expectations.
• In-person team meetups (our last ones: Lisbon, Vienna, Warsaw, Cyprus and more!).
• Equity compensation ranges from £40,000 to £70,000 GBP.
• Base salary ranges from £80,000 to £120,000 GBP.
• Commission ranges from £15,000 to £30,000 GBP.
• 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.
• 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).