Customer Success Lead

About the role

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. We're the largest and fastest growing AI-native tax solution. Started in 2023, Numeral has raised over $57M from Benchmark, Mayfield, Y Combinator, and others. We now serve over 2,500 paying customers and have more than tripled revenue every year in our history. 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.

Responsibilities

• 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.

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.
• Bonus Points
• 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
• Why Join Numeral?
• Be an early leader helping build the Customer Success organization from the ground up
• Work directly with executive leadership on a core strategic function
• Help define how an AI-native company scales customer experience
• Operate at the intersection of Product, Operations, AI, and Customer Success
• Competitive compensation, meaningful equity, and significant growth opportunity

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