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Director of Customer Success

Director of Customer Success

TabsNew York, NY, US
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About Tabs

Tabs is an AI-powered accounts receivable platform for B2B businesses. Using the power of AI, Tabs is able to understand and extract elements from even the most complex B2B contracts and then power an automated AR process from contract-to-cash. Growing B2B businesses use Tabs to improve cash flows, streamline operations, and increase business model flexibility. Tabs is based in New York and is funded by top-tier VCs Lightspeed, Primary Ventures and General Catalyst.

As our Director of Customer Success, you will lead our Customer Success team to deliver an exceptional experience for our growing portfolio of clients, many of whom are finance, operations, and accounting leaders. You'll set the strategy, coach your team, and establish scalable processes that drive adoption, retention, and expansion.

What You'll Do

Team Leadership & Development

  • Manage, mentor, and grow a high-performing team of Customer Success Managers supporting customers.
  • Establish clear performance expectations and career development plans.
  • Drive a culture of accountability, customer focus, and proactive problem-solving.
  • Step in as a player coach when necessary.

Customer Success Strategy & Execution

  • Define and optimize the customer journey from onboarding through renewal. Build playbooks for implementation, QBRs, health monitoring, and risk mitigation.
  • Partner cross-functionally with Solutions, Implementation and Support to ensure a cohesive customer experience.
  • Develop deep understanding of the product and customers' engagement with the solution to collaborate with the Engineering and Product teams on product road map.

    • Operational Excellence

  • Implement and refine CS tools, metrics, and reporting to track KPIs such as NDR, churn, product adoption, and customer health scores.
  • Develop scalable processes to improve efficiency while maintaining a personal touch.

    • Trusted Advisor to Finance Leaders

  • Guide customers through best practices on billing workflows, accounts receivable automation, reconciliation processes, and revenue reporting.
  • Understand and communicate the value of Tabs' platform to CFOs, Controllers, and finance teams.

    • Voice of the Customer

  • Gather and synthesize customer feedback to inform product roadmaps and operational improvements.
  • Serve as an advocate for customer needs inside the organization.
  • Develop and support a world class Customer Advisory program.

    • What You'll Bring

  • 8+ years in Customer Success or Account Management roles
  • 2+ years managing CS teams
  • 4+ years in a fast growing, mission critical B2B SaaS environment
  • Experience working with accounting, fintech, or revenue operations tools.
  • Strong knowledge of concepts like AR aging, cash applications, payment processing, and revenue recognition.
  • Proven success driving adoption and renewals with mid-market and SMB customers. Excellent communication skills and executive presence.
  • Ability to design and implement scalable processes in a fast-paced startup environment.
  • Data-driven approach to measuring success and identifying areas for improvement.
  • Strong project management and organizational skills, with the ability to juggle multiple priorities.
  • Passion for fast-paced, startup environments and a sharp eye for detail and process improvements.

    • Nice to Have

  • Hands-on experience supporting customers in the accounting, bookkeeping, or finance automation space.
  • Familiarity with accounting workflows and systems (QuickBooks, Xero, NetSuite, Bill.com).
  • Past experience working in Audit, accounting tech advisory experience, or an inactive CPA.
  • Proven experience with ERP systems such as NetSuite, SAP, QuickBooks, Sage, or Oracle.
  • Understanding of key accounting terms and challenges such as monthly close, journal entries, bank reconciliations, and expense management.
  • Experience partnering with finance or accounting professionals as primary customer stakeholders.
  • Experience with SaaS revenue recognition and ASC 606 is a strong plus.

    • Perks and Benefits

  • Competitive compensation and equity
  • 100% coverage for healthcare (Medical, Dental and Vision)
  • 401(k) plan
  • Daily meal and coffee stipend for in-office days
  • Tax free contribution to commuter benefits

    • Even if you don't meet 100% of the qualifications, we recommend applying to the role!

    We are an in-person NYC-based team (5 days / week) with an office in Midtown Manhattan off 34th and Park Avenue.

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    Director Of Customer • New York, NY, US

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