Customer Success Associate

Job description

WHY NUMERIC Every business relies on accounting. Yet most software in the space was built in the early 2000s — clunky, slow, and far behind the curve on AI. Today, accountants are facing a growing, unsolved data problem https://numeric.substack.com/p/accountings-data-problem as a consequence of complexity, data, and system fragmentation — and they lack the tools to solve it. The problems are real, hard, and increasingly urgent. But they're solvable. Enter Numeric — the modern financial data platform for accounting and finance. Weaving together data, workflows, and AI-first solutions, we're empowering accounting teams to achieve verifiable, detailed financial data faster and make business decisions with greater confidence. We have strong product market fit and a growing base of customers who love our product — including Anthropic, OpenAI, Plaid, Brex, and many more. We're backed by top-tier investors including Menlo Ventures, IVP, Founders Fund, and 8VC, along with founders and executives from Ramp, Segment, and other category-defining companies. ABOUT THE ROLE - Do you love seeing a customer go from "we bought this" to "we can't work without this"? - Ever wish you could help hundreds of accounting teams at once instead of one ticket at a time? - Do you get energized by spotting the customer who's quietly struggling before they ever raise their hand? If any of that resonates, this role is for you. As a Customer Success Associate, you'll run the scaled side of our CS motion: monitoring customer health across our book, driving adoption of new products, and building the content and AI-powered systems that let a small team deliver a great experience to every customer. This is the entry point into our Customer Success team, built for someone early in their career who wants hands-on experience in SaaS customer success while building deep expertise in accounting and finance workflows. You'll work alongside Customer Success Managers who own strategic accounts, with a clear path to Customer Success Manager within 12-18 months. You'll be joining a team of reformed accountants, alumni of EY, PwC, KPMG, and Deloitte, plus in-house teams at companies like Brex, Meta, and WHOOP, who decided building the future of the close beats running one. We're also one of the most AI-forward post-sales teams in SaaS: we build our own AI agents and internal tooling rather than waiting for someone to build it for us. WHAT YOU'LL DO - Run the scaled CS motion with agents at your side. Own digital touchpoints, adoption campaigns, webinars, and office hours across our long-tail book, and build the AI agents that handle the repeatable outreach so every customer gets proactive attention, not just the largest ones. - Monitor customer health at machine scale. Instrument usage and adoption signals across the book, build automated risk alerts, and flag struggling customers to CSMs early with a clear read on what's wrong. - Power the QBR motion. Use AI to pull usage data and draft adoption stories so CSM-led business reviews land with real evidence. Your job is the insight, not the copy-paste. - Teach the AI, then let it scale you. Create help articles, videos, and templates, and train our support and CS agents on them so every answer gets faster and better over time. - Drive feature adoption. When we ship new products, run the campaigns that get existing customers using them, including coaching customers on Numeric's AI features themselves. - Close the product feedback loop. Document what customers ask for and route it to Product with the context that makes it actionable. WHAT YOU'LL BRING - Accounting Foundation: 2-5 years of accounting experience with real fluency in the monthly close and reconciliations. Public accounting backgrounds welcome, including straight out of Big 4; a year or more in-house at a high-growth company is a plus. - Customer-Centric Mindset: You genuinely care about customers succeeding and get satisfaction from proactive saves, not just reactive fixes. - Strong Communication & Problem-Solving: You explain complex accounting concepts clearly in writing and on calls, and you break down fuzzy signals ("usage dropped") into concrete diagnoses. - Technical & Detail-Oriented: You learn software fast, love working with usage data, and are excited to build with AI tools rather than around them. - Bias for Action & Collaboration: You operate with urgency, take initiative on what you can own, and know when to pull in a CSM. NICE TO HAVES (NOT REQUIRED): - Prior customer success, support, or enablement experience at a B2B SaaS company - Experience with accounting software like NetSuite, QuickBooks, or Xero - CPA certification or actively pursuing - Experience building content, running webinars, or managing digital customer programs WHAT SUCCESS LOOKS LIKE - Coverage: Every customer in the scaled book gets meaningful proactive touchpoints each quarter - Early Warning: At-risk customers get flagged to CSMs weeks before they'd otherwise surface, with an accurate read on the cause - Adoption: New product launches convert existing customers, and you can show the campaign that did it - Leverage: Your content and AI-agent training measurably reduce inbound volume and speed up answers - Growth: You become a product expert quickly and earn a clear trajectory toward Customer Success Manager HOW WE WORK This role is in person in San Francisco or New York (in office by default but with flexibility to manage your schedule as you see fit). We strongly believe we will only be successful if everyone on the team is anchored in our following set of core principles: - Brick by Brick: To win, our team needs to show up and execute in each domain every day. - Love the Game: We focus on the craft and a deep sense of giving a f*ck. We're building a company full of people who are equally engaged and motivated. - SALY: We refuse to accept "Same As Last Year." For too long, accounting and finance systems have reflected outdated processes instead of reimagining what's possible. We're driven by a first-principles approach to building better solutions. - Own the Outcome: We own our results. We typically hire builders and give them large mandates with high-trust. Even early in your career, you're responsible for customer outcomes, not just task completion. - Earn the Right: We're impatient to deliver results. We relentlessly iterate, measure, and improve. Every day is an opportunity to beat our prior best, raising the bar for the value we deliver to customers.