Head of Customer Success — Build & Scale AI-Driven CSM

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

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.