Customer Success Lead (Hybrid, London)

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: £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 , CPA - Implementations Lead at DualEntry

Compensation: £80K – £120K • £40K – £70K Equity • £15K – £30K Commission

• £80K – £120K • £40K – £70K Equity • £15K – £30K Commission

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