Job Overview
Location
HQ - San Francisco, CA
Job Type
Full-time
Category
Customer Success
Date Posted
April 11, 2026
Full Job Description
đź“‹ Description
- • As the first Head of Success & Support at Numeral SAS, you will build and lead the entire customer success and support organization from the ground up, owning the post-onboarding customer journey to drive retention, expansion, and exceptional support experiences.
- • You will lead and evolve the Support organization by improving response rates, resolution times, CSAT, and NPS, while implementing scalable processes using AI and automation to handle complex tax inquiries with 100% accuracy.
- • You will build the Customer Success function, defining segmentation and engagement strategies for enterprise and mid-market customers, establishing models for adoption, growth, and retention to ensure customers realize value quickly and consistently.
- • You will own retention and expansion by driving Net Revenue Retention (NRR), Customer Success Qualified Leads (CSQLs), customer health, and ROI, managing key account relationships and partnering with Sales to identify upsell opportunities.
- • You will implement core infrastructure including health scoring, feedback loops, and performance metrics, ensuring customer insights inform product and company decisions.
- • You will hire and develop a high-performing, customer-centric team across Success and Support, fostering a culture of operational excellence and deep customer empathy.
- • You will serve as the voice of the customer internally, collaborating closely with Product, Engineering, and GTM teams to align priorities and ensure a seamless customer experience.
- • Numeral is transforming tax compliance for digital businesses through an AI-native platform, serving over 2,500 paying customers and backed by $57M from top investors including Benchmark and Y-Combinator, with headquarters in San Francisco.
🎯 Requirements
- • Proven experience building or scaling Customer Success and/or Support functions in high-growth environments, with comfort operating in ambiguity.
- • Track record of improving customer retention, adoption, satisfaction, and driving measurable Net Revenue Retention (NRR) and expansion revenue.
- • Experience designing and implementing scalable systems, processes, and metrics (e.g., health scoring, CSAT, NPS) to support enterprise and mid-market customer growth.
- • Demonstrated ability to leverage AI tools, LLMs, or automated workflows to deflect support tickets or predict customer churn.
- • Strong cross-functional collaboration skills, with experience partnering with Product, Engineering, and GTM teams to align on customer-driven priorities.
- • Background in Fintech, SaaS, financial infrastructure, tax, compliance, or finance workflows (strongly preferred).
🏖️ Benefits
- • Opportunity to build and lead a critical function from the ground up at a fast-growing, AI-native startup backed by top-tier investors.
- • High-impact role with direct influence on product, revenue, and customer experience at a company serving over 2,500 paying customers.
- • Work in a mission-driven environment focused on eliminating tax complexity for digital businesses so they can focus on innovation.
- • Hybrid flexibility with headquarters in San Francisco, CA, enabling collaboration in a vibrant tech ecosystem.
- • Exposure to cutting-edge AI and automation applications in customer support and success at scale.
- • Clear path to grow leadership impact as the company continues to triple revenue annually and expand globally.
Skills & Technologies
About Numeral SAS
Numeral provides payment infrastructure for fintechs and large enterprises. The platform offers REST APIs and a dashboard to initiate, track, and reconcile SEPA, SEPA Instant, and Target2 payments through direct connections to European banks. Features include virtual IBAN management, real-time payment monitoring, compliance checks, and automated reconciliation to accounting systems. Designed for banks, lenders, payment institutions, and marketplaces, the service reduces integration time, eliminates file-based processes, and scales transaction volumes. Headquartered in Paris, the company is regulated as a payment institution by the ACPR and operates across the European Economic Area.
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