Customer Success Lead

Customer Success Lead

Numeral is hiring a Customer Success Lead to build and scale the Customer Success function from the ground up. As one of our first dedicated CS hires, you'll shape how Numeral delivers a standout client experience and how we keep and grow customers at scale.

This is a builder role: part strategist, part operator, part entrepreneur. You'll work directly with customers, design the systems and team that support them, and be the voice of the customer across Product, Engineering, Operations, and GTM. The role is highly strategic but also deeply hands-on, requiring someone comfortable with building systems and processes, working directly with customers, leveraging automation for efficiency, and operating in ambiguity.

What You'll Do

• Build the Customer Success function: Design and operationalize the Customer Success motion from the ground up. Help define segmentation, engagement models, health scoring, renewal workflows, and success playbooks.

• Build organizational capabilities: Help hire, onboard, and develop our CSMs. Create the enablement, rituals, and reporting that let the team scale

• Own the client experience: Own strategic customer relationships and ensure customers realize measurable value from Numeral's platform and services. Partner with Sales to identify expansion opportunities.

• Drive metrics: Drive retention, customer health, long-term satisfaction, and promote upsells while owning key metrics including Net Revenue Retention (NRR), Customer Success Qualified Leads (CSQLs), and ROI.

• Create scalable systems & processes: Build processes that support a rapidly growing customer base across enterprise and mid-market accounts. Help implement metrics, reporting, workflows, and automation to improve efficiency and customer outcomes.

• Partner Cross-Functionally: Act as the voice of the customer internally. Work closely with Product, Engineering, Tax Operations, and GTM teams to surface customer feedback, influence roadmap priorities, and improve the end-to-end customer experience.

• Automate for efficiency: Bring an AI-first lens. Use automation and tooling to speed up onboarding, make support proactive, and make renewals predictable.

What You'll Bring

• Builder mentality: You have experience building or scaling Customer Success, Account Management, or Post-Sales functions in high-growth startup environments and are comfortable operating in an environment of ambiguity.

• People leader: You've hired, managed, and coached teams. You know how to set clear goals, give real feedback, and grow a high-performing team while it's still being built.

• Obsessed with client experience: You have a track record of improving adoption, retention, satisfaction, and account growth.

• Strategic and hands-on: You can think strategically while also rolling up your sleeves to solve operational challenges, work directly with customers, and build processes from scratch.

• Automation-minded operator: You've implemented scalable workflows, defined CS metrics, and you're excited about using AI to do more with less.

• Strong communicator: You build credibility with customer executives and work well with technical and operational teams.

Nice To Haves

• Experience in Fintech, SaaS, financial infrastructure, tax, compliance, or finance workflows

• High-growth startup environments (Series AC+)

• Exposure to both high-touch enterprise and scaled mid-market customer motions

Location

• This role is hybrid (must be based in San Francisco or Salt Lake City)

What We Offer

• Competitive salary and equity - you'll share directly in the company's success

• Full medical, dental, and vision coverage

• Wellness perks like Headspace and the Peloton One App

• 401(k) to help you build long-term financial security

• Lunch and snacks when you're in the office

• Regular team offsites and company events as we grow

• A culture built on ownership - your work matters and people will see it!