Customer Success Lead

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 https://numeric.substack.com/p/accounting-will-retrace-the-path. Enter Numeric — the modern platform for accounting and finance. We're building the platform that realizes the dream of live, rich, trustworthy data and insights for companies to drive decision-making & execution. We tackle foundational challenges required to automate ingest, transformation, matching, projection, and reporting for an end-to-end graph of financial data. Weaving together data, automation, workflows, and AI-first experiences, we're empowering accounting teams to own the continuous window into companies' finances and activity. We have strong product market fit and a growing base of customers who love our product — including Anthropic, Brex, OpenAI, Plaid, Wealthfront, and many more. We're backed by top-tier investors including IVP, Menlo Ventures, Founders Fund, and 8VC, along with founders and executives from Ramp, Segment, and other category-defining companies. ABOUT THIS 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. We're looking for someone to own this function end-to-end: the operating system, the team, and the number. WHAT YOU'LL DO - 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. ABOUT YOU - 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. Title doesn't have to read "CS": Implementation Lead, Chief of Staff, PM owning a customer motion, or consultant-turned-operator all qualify if the work was the same shape. - 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. NICE TO HAVES - 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. HOW WE WORK - 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. Engineers are responsible not just for code, but for ensuring the product solves the end problems of the users. - 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. E Pluribus Unum-eric.