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Numeral is building the future of tax through AI agents, human expertise, and global compliance. The company is the largest and fastest-growing AI-native tax solution, serving over 3,500 global businesses including Supabase, Eight Sleep, and Graza. Numeral has raised over $157M from top-tier investors including Insight Partners, Salesforce Ventures, and Benchmark.
You will build and scale the Customer Success function from the ground up as one of the first dedicated CS hires. This is a builder role combining strategy, operations, and entrepreneurship. You'll work directly with customers, design systems and team structures to support them, and serve as the voice of the customer across Product, Engineering, Operations, and GTM.
Key responsibilities include:
- Design and operationalize the Customer Success motion from scratch, including segmentation, engagement models, health scoring, renewal workflows, and success playbooks
- Hire, onboard, and develop CSMs; create enablement, rituals, and reporting infrastructure
- Own strategic customer relationships and ensure customers realize measurable value from the platform
- Drive key metrics including Net Revenue Retention (NRR), Customer Success Qualified Leads (CSQLs), and ROI
- Build scalable processes supporting rapid growth across enterprise and mid-market accounts
- Partner cross-functionally with Product, Engineering, Tax Operations, and GTM teams to surface customer feedback and influence roadmap priorities
- Implement AI-first automation and tooling to accelerate onboarding, enable proactive support, and make renewals predictable
The role is highly strategic but deeply hands-on, requiring comfort with building systems, working directly with customers, leveraging automation, and operating in ambiguity.
QUALIFICATIONS:
- Experience building or scaling Customer Success, Account Management, or Post-Sales functions in high-growth startup environments
- Proven track record hiring, managing, and coaching teams with ability to set clear goals, provide feedback, and develop high-performing teams
- Demonstrated success improving adoption, retention, satisfaction, and account growth
- Ability to think strategically while rolling up sleeves to solve operational challenges and build processes from scratch
- Experience implementing scalable workflows, defining CS metrics, and using AI/automation to improve efficiency
- Strong communication skills and ability to build credibility with customer executives and technical/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.
