Uplinq
Director Of Customer Success
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 journeyfrom 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 businesseswhile still making each one feel like our only one. What You'll Be Doing
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 playbooksdoubling 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. What We're Looking For
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 preferredespecially 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. Why Uplinq?
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, performance bonus, and meaningful equity Fully-paid health, dental, and vision coverage + 401(k) MacBook Pro + full tech stack + flexible PTO with mandatory unplug policy Ready to redefine how small businesses experience financial clarity? Let's talk. OTE: $220K+ | Competitive Equity | San Francisco / Scottsdale / Remote PST or MST preferred
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 journeyfrom 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 businesseswhile still making each one feel like our only one. What You'll Be Doing
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 playbooksdoubling 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. What We're Looking For
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 preferredespecially 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. Why Uplinq?
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, performance bonus, and meaningful equity Fully-paid health, dental, and vision coverage + 401(k) MacBook Pro + full tech stack + flexible PTO with mandatory unplug policy Ready to redefine how small businesses experience financial clarity? Let's talk. OTE: $220K+ | Competitive Equity | San Francisco / Scottsdale / Remote PST or MST preferred