Head of Success & Support

What you’ll do

Customer Support Excellence

• Lead and evolve the Support organization, creating a high-quality, responsive experience for customers
• Improve response rate, resolution times, CSAT, and NPS

AI & Automation

• Implement scalable processes, leveraging automation and AI
• Develop the internal knowledge base and training protocols required to handle complex tax nexus and filing inquiries with 100% accuracy

Customer Success Foundation

• Build the Customer Success function from the ground up
• Define how Numeral segments and engages customers across enterprise and mid-market
• Establish a clear model for adopting, growing and retaining customers to ensure they realize value quickly and consistently

Customer Outcomes & Growth

• Own retention and expansion by driving measurable Net Revenue Retention (NRR), Customer Success Qualified Leads (CSQLs), customer health, and ROI
• Manage key account relationships
• Partner with Sales to identify upsell opportunities
• Ensure customers realize the full strategic value of the platform

Operating System & Insights

• Implement the core infrastructure for Customer Success and Support, including health scoring, feedback loops, and performance metrics
• Ensure that insights from customers directly inform product and company decisions

Team Building & Leadership

• Hire and develop a high-performing team across Customer Success and Support
• Create a culture that is deeply customer-centric while maintaining strong operational discipline

Cross-Functional Partnership

• Serve as the voice of the customer internally
• Partner closely with Product, Engineering, and GTM teams to align on priorities and ensure a seamless customer experience

What you’ll bring

• Experience building or scaling Customer Success and/or Support functions in high-growth environments
• Comfortable operating in ambiguity
• Focus on delivering real value to customers, with a track record of improving retention, adoption, and satisfaction
• Ability to define long-term vision while also diving into the details when needed
• Experience building processes, defining metrics, and creating scalable systems that support growth across both enterprise and mid-market customers
• Experience leveraging AI tools, LLMs, or automated workflows to deflect common support tickets or predict customer churn
• Comfortable engaging with executives externally and collaborating cross-functionally internally
• Experience expanding revenue within an existing book of business and the ability to build expansion programs through data-driven insights

Bonus:

• Experience in Fintech, SaaS, financial infrastructure, tax, compliance, or finance workflows
• Background in high-growth startup environments (Series A–C+)