# Customer Success Lead

**Company:** [Numeric](https://hotfix.jobs/companies/numeric)
**Location:** New York, NY
**Role:** Customer Success
**Salary:** $160k – $190k/yr
**Experience:** 8+ years
**Skills:** Customer Success, Account Management, Gdr, Ndr, Grr, Health Scoring, QBRs, Change Management, Team Leadership, Playbook Development
**Posted:** 2026-06-05

> 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.

## Job Description

## 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.

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**Apply:** https://hotfix.jobs/jobs/9b7aa426-9bd4-4527-b8cf-a773bf90e6fc
**Canonical:** https://hotfix.jobs/jobs/9b7aa426-9bd4-4527-b8cf-a773bf90e6fc