Customer Success Lead
About The Position
Numeric is building the modern platform for accounting and finance, aiming to solve the growing data problem faced by accountants. The platform focuses on automating data ingest, transformation, matching, projection, and reporting, leveraging AI to provide real-time financial data and insights. Numeric has achieved product-market fit with a strong customer base including companies like Anthropic, Brex, and OpenAI, and is backed by prominent investors. This role is crucial for ensuring customer health, adoption, and retention, making Numeric an indispensable system of record.
Requirements
- 8+ years of total experience.
- 3+ years of experience managing a team of 3-8 individuals, including hiring, headcount, and performance management.
- Experience building a customer-facing function from the ground up (playbook creation).
- Direct ownership of hard outcome numbers such as GDR, NDR, GRR, TTV, activation, and expansion, with performance measured against customer behavior.
- Proven ability as a systems designer, creating operating systems (signal, play, owner, review loop, dashboard, cadence, escalation).
- AI-fluent, with experience building systems that automate tasks and infrastructure.
- Credibility in conversations with Controllers/CAOs, with the ability to discuss implementation, audit, or accounting-tech.
- Willingness to be a player-coach in a company under 100 people.
Nice To Haves
- Experience as an Implementation or Solutions Lead who owned go-live and adoption, and is interested in the long-term customer relationship.
- Experience as a PM or Chief of Staff at a complex-buyer SaaS company, looking to own a P&L-adjacent function.
- Consultant-turned-operator who has previously led a team and a number.
- Classic CS or AM leader from a peer SaaS company with specific examples of metrics moved and methods used.
Responsibilities
- Own Customer Success end-to-end, including the operating system, team, and key metrics.
- Build champions, drive case studies, and establish a world-class post-sales motion.
- Develop and mature the customer success operating system, including health scoring, QBR cadence, escalation paths, save-play library, and executive sponsor program.
- Own and drive Gross Dollar Retention (GDR) by defining customer health states and implementing save playbooks.
- Design and implement the activation model, defining product adoption criteria and driving change management for time-to-value.
- Scale the customer success team by coaching and hiring CSMs.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
