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Numeral is building the future of tax through AI agents, human expertise, and global compliance. As the largest and fastest-growing AI-native tax solution, the company serves 3,500+ global businesses including Supabase, Eight Sleep, and Graza, with revenue tripling annually. The company has raised $157M from top-tier investors including Insight Partners, Salesforce Ventures, and Benchmark.
You will lead and scale Numeral's implementation engine as an Onboarding Team Lead. The role is a player-coach position where you'll manage 10+ Implementation Managers while personally owning ~10 customer implementations end-to-end. This dual responsibility ensures you remain grounded in the work, can coach from firsthand experience, and stay sharp on product friction points.
Key responsibilities include:
**Team Leadership & Development:** Lead from the front by managing your own customer implementations while providing mentorship to your team navigating complex tax logic and customer challenges. Own hiring, onboarding, and training as the team expands, fostering accountability, urgency, and customer obsession.
**Performance & Operational Design:** Drive team-level outcomes including Time-to-Value (TTV), onboarding completion rates, and CSAT. Transform the onboarding process from high-touch manual work into a scalable, tech-enabled system. Build and refine playbooks and internal tooling to handle 5x volume without sacrificing quality, leveraging AI to improve processes. Use data to identify bottlenecks, forecast capacity, and address gaps proactively.
**Customer Experience & Cross-Functional Leadership:** Serve as the primary escalation point for complex implementations and support high-value strategic customers. Partner with Product and Engineering to translate frontline insights into roadmap influence, identifying where the product can self-serve steps currently handled manually. Help define how onboarding evolves as Numeral expands beyond initial compliance.
You'll be the architect of the customer's first impression, owning metrics and playbooks while ensuring the company's white-glove reputation remains intact as it scales.
**Requirements:**
- 5+ years of experience in implementation, onboarding, or operations
- 2+ years specifically managing or leading teams through high-growth phases
- Player-coach DNA: genuinely enjoy rolling up your sleeves and managing your own book of business while developing others
- AI fluency: use AI to improve team efficiency or customer workflows
- Technical intuition: comfortable discussing APIs, data migrations, and complex logic (engineering background not required)
- Process-building mindset: proven ability to design workflows from scratch and iterate as the product evolves
- High ownership and bias for action required in early-stage startup
- Excellent communication skills across technical and non-technical stakeholders
**Nice to haves:**
- Experience managing onboarding/implementation in high-growth SaaS or Fintech
- Experience supporting mid-market or enterprise customers
- Comfort with data analysis (SQL, advanced spreadsheets) to drive operational improvements
