Accounting Success Team Lead

Finaloop is reinventing accounting for eCommerce and DTC brands. We're a fast-growing, tech-driven startup providing real-time, automated financial solutions—combining powerful AI with human expertise. Our platform gives fast-scaling brands the clarity they need to grow with confidence, without the mess of spreadsheets or old school outdated accounting tools.

We’re building a company where AI isn’t just a buzzword—it’s embedded into everything we do. We move fast, think big, and keep our customers at the center of every decision.

About the Role

We're looking for a strategic, hands-on Director of Customer Success — someone who gets to do what most CS leaders rarely do: build from scratch.

Finaloop is growing fast, our customers love the product, and the CS motion is still wide open. You'll design a modern, revenue-driven org that covers every engagement level, from scaled smart-touch all the way to premium high-touch, all under one roof. Plus, you'll have AI as a real tool from day one — woven into how we onboard, engage, and grow customers, not just a buzzword in a deck.

If you've been waiting for the right moment to show what CS can really do for growth — this is it.

Responsibilities

Own the Customer Lifecycle
Design and lead the end-to-end Customer Success strategy—from onboarding and adoption to retention and expansion.

Build & Lead the Team
Hire, mentor, and scale a team of Customer Success Managers. Establish a high-performance culture with clear KPIs and accountability.

Leverage AI for Scale
Embed AI tools and automation into CS workflows to improve efficiency, personalization, and scalability.

Drive Adoption & Value Realization
Ensure customers fully leverage Finaloop’s real-time financial insights, P&Ls, and cash flow tools to make smarter business decisions.

Develop Scalable Systems
Create and refine playbooks, processes, and tooling to support a growing and increasingly diverse customer base.

Strengthen Customer Relationships
Act as an executive sponsor for key accounts, building deep partnerships with customers and helping them navigate financial operations as they scale.

Own Retention & Growth Metrics
Drive key metrics including net revenue retention, churn reduction, product adoption, and customer health.

Be the Voice of the Customer
Partner closely with Product, Engineering, and GTM teams to translate customer feedback into actionable insights that shape our roadmap.

Requirements

• 7+ years in Customer Success, Account Management, or related roles, with at least 2–3 years in a leadership position

• Must have direct experience in eCommerce technology environments (e.g., supporting DTC brands, eCommerce platforms, or related tools); experience at a high-growth startup is strongly preferred

• Strong understanding of financial workflows, accounting principles, and analytics tools used by eCommerce brands; CPA certification or a degree in Accounting is a strong advantage

• Proven track record of building and scaling Customer Success teams and processes

• Experience managing both high-touch and scaled customer segments

• Data-driven mindset with experience owning retention and expansion metrics

• Exceptional communication and leadership skills, with the ability to simplify complex topics

• Comfortable in fast-paced environments with shifting priorities

• Fluent in AI tools (e.g., Claude, Gamma, NotebookLM) and passionate about leveraging them to scale impact

Bonus Points

• Experience in a fintech or eCommerce analytics platform

• Built CS playbooks, lifecycle programs, or customer segmentation strategies from scratch

• Strong cross-functional experience with Product and Engineering teams

• Excited about joining and growing with a Series A startup redefining financial operations for modern brands

Yearly Salary
The US base salary range for this full-time position is $90,000 to $130,000. Salary ranges are determined by role and level. Compensation is determined by additional factors, including job-related skills, experience, and relevant education or training. Please note that the compensation details listed in US role postings reflect the salary only, and do not include equity or benefits.