Director of Customer Success

About Uplinq

At Uplinq we are redefining how businesses manage bookkeeping, accounting, and tax through the power of data, machine learning, and expert insights. As technology enthusiasts, we are committed to delivering exceptional digital solutions that align with our customer's business goals. We are looking for others who want a dynamic, growing work environment to join us.

A tight-knit team including CPAs, bookkeepers, tax professionals, engineers, product designers, and marketers make Uplinq successful. We support each other, communicate openly, have fun at work, and all believe in Uplinq’s mission to help real people run their businesses better.

• 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.

• 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).
• Fintech, accounting, or other compliance-heavy industry experience strongly preferred—especially with technical onboarding and change management.
• Empathetic, data-driven leader who can inspire a team, de-escalate high-stakes conversations, and turn feedback into action.

• Help build the category-defining platform for SMB financial automation
• Collaborate across a tight-knit, high-performing org that values ownership and speed
• Work at a post-Series A company with massive momentum and an ambitious, founder-led team
• Competitive salary and performance bonus
• Great health, dental, and vision coverage + 401(k)
• MacBook Pro + full tech stack + flexible PTO

Uplinq is on a mission to turn AI-powered bookkeeping into a superpower for Main Street businesses. As we scale rapidly post-Series A, retention, expansion, and customer trust are core to how we win the market.

We’re hiring a Director of Customer Success to own the entire post-sale journey—from kickoff to renewal to expansion. You’ll lead a unified team across Onboarding, Customer Success, and Support, and you’ll architect a repeatable, data-driven CS motion that delivers lightning-fast time to value, consistently high product adoption, and net retention above 115%.

This is a high-ownership role where you’ll blend hands-on team development with strategic cross-functional impact. You’ll be the voice of our customers, the architect of their experience, and the builder of a success engine that can scale to tens of thousands of businesses—while still making each one feel like our only one.

The pay range OTE for this role:

190,000 - 250,000 USD per year