Head of Customer Success – Support

Numeral (YC W23)

Head of Customer Success and Support at Numeral, leading the organization and driving customer satisfaction. Transforming customer journey post onboarding in a high-growth AI-native tax solution.

Posted 5/13/2026full-timeSan Francisco • California • 🇺🇸 United StatesLead💰 $225,000 - $275,000 per yearWebsite

About the role

Key responsibilities & impact

Lead and evolve the Support organization for a high-quality customer experience
Implement scalable processes with automation and AI
Build the Customer Success function ensuring quick customer value realization
Drive measurable Net Revenue Retention (NRR), Customer Success Qualified Leads (CSQLs), customer health, and ROI
Manage key account relationships and partner with Sales for upsell opportunities
Implement core infrastructure for Customer Success and Support, using customer insights for product decisions
Hire and develop a high-performing team, fostering a customer-centric culture
Partner with Product, Engineering, and GTM teams for seamless customer experiences

Requirements

What you’ll need

Experience building or scaling Customer Success and/or Support functions in high-growth environments
Customer-obsessed and outcome-driven
Ability to define long-term vision while diving into details for execution
Experience building processes, defining metrics, and creating scalable systems
Experience leveraging AI tools, LLMs, or automated workflows
Strong communicator and collaborator across teams
Experience expanding revenue within an existing book of business

Benefits

Comp & perks

Competitive compensation
Meaningful equity
Strong growth opportunities

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Customer SuccessSupport functionsProcess buildingMetrics definitionScalable systemsAI toolsLLMsAutomated workflowsNet Revenue Retention (NRR)Customer Success Qualified Leads (CSQLs)

Soft Skills

Customer-obsessedOutcome-drivenStrong communicatorCollaboratorDetail-orientedVisionaryTeam developmentCustomer-centric culture