Customer Success Lead

What You'll Do

• 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.

About You

• 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. You stood up the playbook, not inherited it.
• Owned a hard outcome number directly. GDR above all, plus NDR, GRR, TTV, activation, and expansion.
• Systems designer. You design the operating system, not just run it: signal, play, owner, review loop, dashboard, cadence, escalation.
• AI-fluent. You build systems where others repeat tasks, and infrastructure where others rely on effort.
• Credible in a Controller/CAO room. You can hold your own in implementation, audit, or accounting-tech conversations.
• Player-coach. Numeric is under 100 people. Not a hands-off VP. Not a commercial seat.

Nice To Haves

• 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 they moved it.