Customer Success Lead

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.

Responsibilities

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.; 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.

Requirements

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, not inherited it; Owned a hard outcome number directly (GDR above all, plus NDR, GRR, TTV, activation, and expansion); Systems designer; AI-fluent; Credible in a Controller/CAO room; Player-coach

Nice to have

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