About the roleNumeral is hiring its first Head of Customer Success & Support to build and lead the entire customer success and support organization. This leader will own the customer journey post onboarding - including retention, expansion, and support, while establishing the systems, processes, and team required to scale. This role reports to CBO.
What you'll doCustomer Support Excellence: You will lead and evolve the Support organization, creating a high-quality, responsive experience for customers. This includes improving response rate, resolution times, CSAT, and NPS.
AI & Automation: You will implement scalable processes, leveraging automation and AI.You will develop the internal knowledge base and training protocols required to handle complex tax nexus and filing inquiries with 100% accuracy.
Customer Success Foundation: You will build the Customer Success function from the ground up, defining how Numeral segments and engages customers across enterprise and mid-market. This includes establishing a clear model for adopting, growing and retaining to ensure customers realize value quickly and consistently.
Customer Outcomes & Growth: You will own retention and expansion by driving measurable Net Revenue Retention (NRR), Customer Success Qualified Leads (CSQLs), customer health, and ROI. You will manage key account relationships, partner with Sales to identify upsell opportunities, and ensure customers realize the full strategic value of the platform.
Operating System & Insights: You will implement the core infrastructure for Customer Success and Support, including health scoring, feedback loops, and performance metrics. You will ensure that insights from customers directly inform product and company decisions.
Team Building & Leadership: You will hire and develop a high-performing team across Customer Success and Support, creating a culture that is deeply customer-centric while maintaining strong operational discipline.
Cross-Functional Partnership: You will serve as the voice of the customer internally, partnering closely with Product, Engineering, and GTM teams to align on priorities and ensure a seamless customer experience.
What you'll bringA builder at heart: You have experience building or scaling Customer Success and/or Support functions in high-growth environments and are comfortable operating in ambiguity.
Customer-obsessed and outcome-driven: You focus on delivering real value to customers, with a track record of improving retention, adoption, and satisfaction.
Strategic yet hands-on: You can define long-term vision while also diving into the details when needed to ensure execution.
Strong operator: You bring experience building processes, defining metrics, and creating scalable systems that support growth across both enterprise and mid-market customers.
Modern and AI-forward: Experience leveraging AI tools, LLMs, or automated workflows to deflect common support tickets or predict customer churn before it happens.
Strong communicator and partner: You are comfortable engaging with executives externally and collaborating cross-functionally internally.
Commercial mindset: You have experience expanding revenue within an existing book of business and the ability to build expansion programs through data drive insights.
Bonus:- Experience in Fintech, SaaS, financial infrastructure, tax, compliance, or finance workflows (strong plus)
- Background in high-growth startup environments (Series A-C+)
