Customer Success Lead (Hybrid, London)
At a glance
Senior Customer Success role at DualEntry. London · full-time · £80,000–£120,000 base.
Growth Roles summary, based on the employer's posting.
What you'll do
- Own key accounts through tiered success plans and recurring customer check-ins
- Train customers, improve month-end-close workflows, and identify upsell and cross-sell opportunities
- Resolve critical post-go-live issues for high-tier accounts while supporting your assigned customers
- Build and refine support SOPs, documentation, and operating processes
- Work with Product and Engineering on bugs, feature priorities, roadmap input, and system configurations
What you bring
- Bring at least four years in ERP, accounting audit, accounting, or finance solutions
- Show experience using or implementing ERPs such as NetSuite or Intacct
- Translate accounting needs into system setups and automated workflows
- Demonstrate strong technical aptitude, including SQL, plus expert Excel or Google Sheets skills
- Bring a high-agency approach and a strong work ethic
Who this fits
You’ll suit this role if you combine ERP or accounting knowledge with customer ownership, implementation, and support experience. You’ll work full time in a hybrid London position within a high-speed environment with high expectations. Visa sponsorship and relocation support are available for a move to NYC after two years of tenure.
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: £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
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