Customer Success Lead

About the role

Own Customer Success. Build the function that keeps Numeric customers healthy, adopted, and renewing. In the AI era, the winner owns the financial data and the workflow. CS is how we make Numeric the system of record that customers cannot rip out, recreate, or replace.

Responsibilities

• Make customers love Numeric. Build champions, drive case studies, and own a world-class post-sales motion.
• Build the operating system. Health scoring, QBR cadence, escalation paths, save-play library, exec sponsor program. The bones exist; your job is to mature them into a system that holds as the book and expectations grow.
• Hit GDR. Own the number. Define healthy vs. at-risk vs. churning, and put a save playbook behind each state.
• Design the activation model. Define what "adopted" means per product and drive change management and time to value.
• Scale the team. Coach and hire CSMs as we grow.

Requirements

• 8+ years total, with 3+ years managing a team of ~3–8 (owned hiring, headcount, and performance — not just mentoring).
• Built a customer-facing function. You stood up the playbook, not inherited it.
• Owned a hard outcome number directly. GDR above all, plus NDR, GRR, TTV, activation, and expansion. You've been graded against customer behavior, not activity.
• Systems designer. You design the operating system, not just run it: signal, play, owner, review loop, dashboard, cadence, escalation.
• AI-fluent. You build systems where others repeat tasks, and infrastructure where others rely on effort.
• Credible in a Controller/CAO room. You can hold your own in implementation, audit, or accounting-tech conversations.
• CPA optional. Player-coach. Numeric is under 100 people. Not a hands-off VP. Not a commercial seat.

Qualifications

• Implementation or Solutions Lead who's owned go-live and adoption and wants the long arc of the relationship.
• PM or Chief of Staff at a complex-buyer SaaS, looking to own a P&L-adjacent function end-to-end.
• Consultant-turned-operator who's already led a team and a number.
• Classic CS or AM leader from a peer SaaS who can name the number they moved and exactly how.

Benefits

• SALY: We refuse to accept "Same As Last Year."
• We're driven by a first-principles approach to building better solutions.
• We own our results. We typically hire builders and give them large mandates with high-trust.
• Engineers are responsible not just for code, but for ensuring the product solves the end problems of the users.
• E Pluribus Unum-eric. Compensation Range: $160K - $190K.