Uplinq · 1 week ago
Director of Customer Success
United States
Full-time
Remote
Mid, Senior Level
$190K/yr - $250K/yr
7+ years expUplinq is redefining how businesses manage bookkeeping, accounting, and tax through data and machine learning. They are seeking a Director of Customer Success to oversee the entire post-sale journey, leading a team focused on customer onboarding, success, and support while driving product adoption and retention.
AccountingArtificial Intelligence (AI)Financial ServicesFinTechSoftware
Responsibilities
Architect the Customer Journey – Define the full lifecycle: onboarding, adoption, QBRs, and renewal workflows. Own a 14-day time-to-first-value SLA
Build and Lead the Team – Hire, onboard, and coach 4 onboarding specialists, 3 CSMs, and 2 support reps to create a proactive, outcome-focused CS culture
Drive Product Adoption and Account Health – Launch usage-based health scores, build automated alerting systems, and raise weekly active usage to 70%+
Own Retention and Renewals – Forecast retention with ±5% accuracy, and consistently hit 94% gross and 115% net revenue retention targets
Trigger Expansion – Collaborate with Sales to activate upsells tied to onboarding events and behavior-based playbooks—doubling per-customer expansion ACV
Voice of the Customer – Lead quarterly VoC reporting, identifying themes and influencing 50%+ of roadmap priorities in partnership with Product and Ops
Qualification
Required
7+ years in B2B SaaS Customer Success, with end-to-end ownership of retention, renewal, and expansion
3+ years managing a book of $10MM–$40MM ARR, ideally across SMB or Mid-Market segments
Demonstrated ability to scale post-sale operations, build onboarding and CS teams, and implement repeatable playbooks and tooling
Strong fluency with health-score tooling (e.g., Gainsight, ChurnZero) and CRM/CS platforms (HubSpot, Salesforce Service Hub, or equivalent)
Empathetic, data-driven leader who can inspire a team, de-escalate high-stakes conversations, and turn feedback into action
Preferred
Fintech, accounting, or other compliance-heavy industry experience strongly preferred—especially with technical onboarding and change management
Benefits
Great health, dental, and vision coverage + 401(k)
MacBook Pro + full tech stack + flexible PTO
Company
Uplinq
Uplinq provides an AI-integrated platform that automates bookkeeping and tax workflows for small businesses.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$19.72MKey Investors
Next Coast VenturesAZ-VC
2025-05-29Series A· $10M
2024-03-14Series Unknown· $2.47M
2022-08-19Seed· $5.6M
Leadership Team
Alex Glenn
Co-Founder & CEO
Ethan Blak
Chief Marketing Officer
Recent News
Mexico Business
2025-08-30
2025-06-03
The Fintech Times
2025-01-17
Company data provided by crunchbase