Customer Success Lead

Numeral•San Francisco, CA

About The Position

Numeral is transforming how taxes get done. Digital businesses are currently bogged down by a painful web of regulations across 47 states and 50+ countries. We’re eliminating this burden so teams can focus on their core mission. Numeral is hiring a Customer Success Lead to help build and scale the Customer Success function from the ground up. This will be one of the first dedicated Customer Success hires and a foundational leadership role within the broader Success & Support organization. This leader will partner closely with the Head of Customer Success & Support to define how Numeral manages onboarding, adoption, retention, renewals, and customer health at scale. The role is highly strategic but also deeply hands-on, requiring someone comfortable building systems, working directly with customers, and operating in ambiguity. You will help establish the operational foundation for Customer Success while acting as a trusted partner to customers and an internal voice of the customer across Product, Engineering, Operations, and GTM.

Requirements

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.
Customer-Obsessed: You are deeply focused on customer outcomes and have a track record of improving adoption, retention, customer satisfaction, and long-term account growth.
Strategic Yet 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.
Strong Operator: You have experience implementing scalable workflows, defining customer success metrics, and managing complex customer relationships across enterprise and mid-market environments.
AI & Systems-Oriented: You are excited about leveraging AI tools, automation, and operational systems to improve customer experience and scale efficiently.
Strong Communicator: You can build credibility with executives externally while collaborating effectively across technical and operational teams internally.

Nice To Haves

Experience in Fintech, SaaS, financial infrastructure, tax, compliance, or finance workflows
High-growth startup environments (Series A–C+)
Exposure to both high-touch enterprise and scaled mid-market customer motions

Responsibilities

Build the Customer Success Function: Partner with the Head of Customer Success & Support to design and operationalize the Customer Success motion from the ground up. Help define segmentation, engagement models, onboarding frameworks, customer health scoring, renewal workflows, and success playbooks.
Own Customer Relationship: Own strategic customer relationships and ensure customers realize measurable value from Numeral’s platform and services. Partners with Sales team to identify expansion opportunities.
Drive Metrics: Drive adoption, retention, customer health, and long-term satisfaction while owning key metrics including Net Revenue Retention (NRR), Customer Success Qualified Leads (CSQLs), and ROI.
Create Scalable Systems & Processes: Build scalable operational 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.
Leverage AI & Automation: Help implement AI-forward workflows, automation, and operational tooling to improve customer engagement, proactive support, onboarding efficiency, and renewal visibility.