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gives fast-scaling brands the clarity they need to grow with confidence, without the mess of spreadsheets or old school outdated accounting tools.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.

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.

• 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.

• 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

• 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

The US base salary range for this full-time position is $90,000 to $140,000. 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.