Numeral
AI-native tax solution
CustomerSuccessLead
Neural analysis suggests this role is
optimal for Lead candidates.
“Customer Success Lead at Numeral. Skills: Customer Success, Building Customer Success Function, Customer Relationship Management, Driving Metrics, Creating Scalable Systems & Processes, Cross-Functional Partnership, Leveraging AI & Automation. Design and operationalize the Customer Success motion from the ground up. Define segmentation, engagement models, onboarding frameworks, customer health scoring, renewal workflows, and success playbooks”
What You'll Achieve.
Ensure customers realize measurable value from Numeral’s platform and services; Drive adoption, retention, customer health, and long-term satisfaction; Own key metrics including Net Revenue Retention (NRR), Customer Success Qualified Leads (CSQLs), and ROI; Improve efficiency and customer outcomes; Improve customer engagement, proactive support, onboarding efficiency, and renewal visibility
Industry & Context.
Solving operational challenges
What They're Looking For.
Must Have
Experience building or scaling Customer Success, Account Management, or Post-Sales functions in high-growth startup environments, Comfortable operating in an environment of ambiguity, Deeply focused on customer outcomes, Track record of improving adoption, retention, customer satisfaction, and long-term account growth, Can think strategically while also rolling up your sleeves to solve operational challenges, work directly with customers, and build processes from scratch, Experience implementing scalable workflows, defining customer success metrics, and managing complex customer relationships across enterprise and mid-market environments, Excited about leveraging AI tools, automation, and operational systems to improve customer experience and scale efficiently, Can build credibility with executives externally while collaborating effectively across technical and operational teams internally
Nice to Have
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
What You'll Do.
Design and operationalize the Customer Success motion from the ground up
onboarding frameworks
customer health scoring
and success playbooks
Own strategic customer relationships and ensure customers realize measurable value from Numeral’s platform and services
Partner with Sales team to identify expansion opportunities
and long-term satisfaction
Build scalable operational processes that support a rapidly growing customer base across enterprise and mid-market accounts
and automation to improve efficiency and customer outcomes
Act as the voice of the customer internally
Surface customer feedback
influence roadmap priorities
and improve the end-to-end customer experience
Implement AI-forward workflows
and operational tooling to improve customer engagement
onboarding efficiency
and renewal visibility
How You'll Work.
Team & Collaboration
Partner closely with the Head of Customer Success & Support; Partner with Sales team; Work closely with Product, Engineering, Tax Operations, and GTM teams; Collaborate effectively across technical and operational teams internally
Communication Scope
Build credibility with executives externally; Collaborating effectively across technical and operational teams internally
Full Job Description
About The Company Numeral is transforming how taxes get done. Digital businesses are currently bogged down by a painful web of regulations across 47 states and 50+ countries. We’re eliminating this burden so teams can focus on their core mission. We’re the largest and fastest growing AI-native tax solution. Started in 2023, Numeral has raised over $57M from Benchmark, Mayfield, Y Combinator, and others. We now serve over 2,500 paying customers and have more than tripled revenue every year in our history. About the role Numeral is hiring a Customer Success Lead to help build and scale the Customer Success function from the ground up. This will be one of the first dedicated Customer Success hires and a foundational leadership role within the broader Success & Support organization. This leader will partner closely with the Head of Customer Success & Support to define how Numeral manages onboarding, adoption, retention, renewals, and customer health at scale. The role is highly strategic but also deeply hands-on, requiring someone comfortable building systems, working directly with customers, and operating in ambiguity. You will help establish the operational foundation for Customer Success while acting as a trusted partner to customers and an internal voice of the customer across Product, Engineering, Operations, and GTM. What you’ll do Build the Customer Success Function: Partner with the Head of Customer Success & Support to design and operationalize the Customer Success motion from the ground up. Help define segmentation, engagement models, onboarding frameworks, customer health scoring, renewal workflows, and success playbooks. Own Customer Relationship: Own strategic customer relationships and ensure customers realize measurable value from Numeral’s platform and services. Partners with Sales team to identify expansion opportunities. Drive Metrics: Drive adoption, retention, customer health, and long-term satisfaction while owning key metrics including Net Revenue
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