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Customer Success Lead

Numeral· Customer Success
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Hybrid (San Francisco (HQ)), Hybrid (Salt Lake City)$180k - $225kFull-timePosted 2w ago

About the role

Numeral is hiring a Customer Success Lead to build and scale the Customer Success function from the ground up, acting as the voice of the customer across Product, Engineering, Operations, and GTM to deliver a standout client experience and drive retention and growth.

Responsibilities

  • 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.

Qualifications

  • Builder mentality: Experience building or scaling Customer Success, Account Management, or Post-Sales functions in high-growth startup environments and comfortable operating in ambiguity.
  • People leader: Experience hiring, managing, and coaching teams; ability to set goals, give feedback, and grow a high-performing team.
  • Obsessed with client experience: Track record of improving adoption, retention, satisfaction, and account growth.
  • Strategic and hands-on: Ability to think strategically while solving operational challenges, work directly with customers, and build processes from scratch.
  • Automation-minded operator: Experience implementing scalable workflows, defining CS metrics, and leveraging AI to improve efficiency.
  • Strong communicator: Ability to build credibility with customer executives and collaborate with technical and operational teams.

Skills

Required:Customer Success building/scalingPeople leadershipClient experience optimizationStrategic & hands-on executionAutomation and AI tooling

Benefits

  • 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!
Last updated Oct 7, 2026. Interested? Apply on the company site.
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About Numeral

SaaS & Ecommerce sales tax on autopilot.

Numeral handles all aspects of sales tax from registration to remittance for SaaS and e-commerce stores. We offer complete, white-glove service end to end.

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