Customer Success Lead

Numeral; Salt Lake City (UT); Hybrid; USD 165,000 - 225,000; Full time

Benefits offered by this job

Salary & equity

Medical, dental, vision

Wellness perks

401(k)

Office lunches

Team offsites

Ownership culture

Job summary

Numeral is hiring a Customer Success Lead to build and scale the CS function from the ground up. As one of the first CS hires, you will shape how Numeral delivers standout client experiences and grows customers at scale.

This builder role blends strategy with hands-on work: you’ll design systems, work directly with customers, and drive automation to improve efficiency and outcomes across enterprise and mid-market accounts.

Qualifications

• Experience building or scaling Customer Success, Account Management, or Post-Sales functions in high-growth startups.
• Ability to set clear goals, give feedback, and grow a high-performing team during buildout.
• Track record of improving adoption, retention, satisfaction, and account growth.
• Ability to think strategically while also solving operational challenges and building processes.
• Experience implementing scalable workflows and CS metrics, with AI-enhanced efficiency.
• Excellent communication with customer executives and cross-functional teams.

Responsibilities

• Build the Customer Success function from the ground up, defining segmentation, engagement models, health scoring, renewal workflows, and success playbooks.
• Hire, onboard, and develop CS teams; create enablement, rituals, and reporting for scale.
• Own strategic customer relationships and drive measurable value from Numeral’s platform and services, identifying expansion opportunities with Sales.
• Drive retention, health, long-term satisfaction, and ROI; own metrics like NRR and CSQLs.
• Create scalable processes across enterprise and mid-market accounts with metrics, reporting, and automation.
• Partner with Product, Engineering, Operations, and GTM to surface feedback and influence roadmap.
• Automate onboarding and renewals with an AI-first approach to speed up processes and predict renewals.

Skills

Builder mentality

People leader

Client experience

Strategic and hands-on

Automation-minded operator

Strong communicator

Job description

About Numeral

At Numeral, we're building the future of tax by bringing together AI agents, human expertise, and global compliance.

We’re the largest and fastest-growing AI-native tax solution. Today, we serve more than 3,500 global businesses, including companies like Supabase, Eight Sleep, and Graza.

We’ve grown quickly across our core e-commerce and software segments, more than tripled our revenue every year, and expanded into new industries, including manufacturing, distribution, and wholesale.

Numeral has raised over $157M from Insight Partners, Salesforce Ventures, Benchmark, Mayfield, Y Combinator, and many others.

About the role

Numeral is hiring a Customer Success Lead to build and scale the Customer Success function from the ground up. As one of our first dedicated CS hires, you'll shape how Numeral delivers a standout client experience and how we keep and grow customers at scale.

This is a builder role: part strategist, part operator, part entrepreneur. You'll work directly with customers, design the systems and team that support them, and be the voice of the customer across Product, Engineering, Operations, and GTM. The role is highly strategic but also deeply hands‑on, requiring someone comfortable with building systems and processes, working directly with customers, leveraging automation for efficiency, and operating in ambiguity.

What you'll do

• 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.

What you'll bring

• 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.
• People leader: You’ve hired, managed, and coached teams. You know how to set clear goals, give real feedback, and grow a high‑performing team while it’s still being built.
• Obsessed with client experience: You have a track record of improving adoption, retention, satisfaction, and account growth.
• Strategic and 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.
• Automation‑minded operator: You’ve implemented scalable workflows, defined CS metrics, and you’re excited about using AI to do more with less.
• Strong communicator: You build credibility with customer executives and work well with technical and operational teams.

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

Location

• This role is hybrid (must be based in San Francisco or Salt Lake City)

What we offer

• 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!

Compensation Range: $165K - $225K