Customer Success Lead
Own and scale the Customer Success function end-to-end, building the operating system, team, and metrics (GDR, NDR, activation) that make Numeric the system of record for accounting teams.
About the job
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.
Skills
Customer Success, Account Management, Gdr, Ndr, Grr, Health Scoring, QBRs, Change Management, Team Leadership, Playbook Development
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