Customer Success Manager

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 being the person a controller calls before they call anyone else? - Ever wish you owned the whole customer relationship, not just the ticket in front of you? - Do you measure yourself by whether customers renew, adopt, and expand, not by how many meetings you ran? If any of that resonates, this role is for you. As a Customer Success Manager, you'll own a book of Numeric customers and be accountable for their health: adoption, value, and renewal. In the AI era, the winner owns the financial data and the workflow. CS is how we make Numeric the system of record customers cannot rip out, recreate, or replace, and you're on the front line of that. 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 beat 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 - Own a book of customers and its outcomes. You're accountable for gross retention and adoption across your accounts, not for activity. You'll know every account's health state and have a plan behind each one. - Run an AI-leveraged cadence. Agents assemble your health signals, meeting prep, and follow-ups; you spend your hours on the judgment calls and relationships they can't make. Lead QBRs that connect Numeric to outcomes the customer's CFO cares about. - Build champions. Develop multi-threaded relationships from staff accountant to CAO, create referenceable customers, and drive case studies. - Detect and reverse risk. Build automated early-warning signals on your book, spot at-risk accounts before they surface on their own, and run save plays with the right internal resources. - Make your customers AI-native. Define what "adopted" means for each product and get customers there, including coaching controllers on running an AI-first close and connecting agents to their financials in Numeric. - Be the voice in both directions. Surface expansion signals to Sales (who own the commercial number) and route product feedback to Product with specifics, then bring the roadmap back to customers with a point of view. WHAT YOU'LL BRING - Accounting Foundation: 5+ years of accounting experience with deep fluency in the monthly close, reconciliations, and financial reporting. You're credible in a room of controllers because you've done the work. CPA is a strong plus. - Outcome Ownership: You've been graded against customer behavior (retention, adoption, time-to-value) rather than activity, and you can name the number you moved and how. - Customer-Centric Mindset: You build real relationships, you have favorite customers, and you take churn personally. - Strong Communication & Problem-Solving: You run a tight executive conversation and can also roll up your sleeves to diagnose a broken reconciliation workflow. - AI Fluency & Bias for Action: You build systems where others repeat tasks. You use AI tools in your own daily workflow and expect your customers to as well. NICE TO HAVES (NOT REQUIRED): - Prior customer success or account management experience at a B2B SaaS company selling to finance buyers - Hands-on NetSuite experience, or depth in another major ERP - Experience with multi-entity or multi-currency accounting - Experience running QBRs, save plays, or a structured account cadence WHAT SUCCESS LOOKS LIKE - Retention: Your book's gross retention is strong, and when an account churns, it's never a surprise - Adoption: Accounts in your book measurably deepen product usage quarter over quarter - Coverage: Every strategic account has a current success plan, a recent business review, and a multi-threaded relationship map - Early Warning: Your risk flags are early and accurate, and your save plays have a track record - Advocacy: Your book produces champions, references, and case studies 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. 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.