Customer Success Manager

What You'll Do

Own a book of customers and its outcomes.

You're accountable for gross retention and adoption across your accounts, not for activity. You'll know every account's health state and have a plan behind each one.

Run an AI-leveraged cadence.

Agents assemble your health signals, meeting prep, and follow-ups; you spend your hours on the judgment calls and relationships they can't make. Lead QBRs that connect Numeric to outcomes the customer's CFO cares about.

Build champions.

Develop multi-threaded relationships from staff accountant to CAO, create referenceable customers, and drive case studies.

Detect and reverse risk.

Build automated early-warning signals on your book, spot at-risk accounts before they surface on their own, and run save plays with the right internal resources.

Make your customers AI-native.

Define what "adopted" means for each product and get customers there, including coaching controllers on running an AI-first close and connecting agents to their financials in Numeric.

Be the voice in both directions.

Surface expansion signals to Sales (who own the commercial number) and route product feedback to Product with specifics, then bring the roadmap back to customers with a point of view.

What You'll Bring

Accounting Foundation:

5+ years of accounting experience with deep fluency in the monthly close, reconciliations, and financial reporting. You're credible in a room of controllers because you've done the work. CPA is a strong plus.

Outcome Ownership:

You've been graded against customer behavior (retention, adoption, time-to-value) rather than activity, and you can name the number you moved and how.

Customer-Centric Mindset:

You build real relationships, you have favorite customers, and you take churn personally.

Strong Communication & Problem-Solving:

You run a tight executive conversation and can also roll up your sleeves to diagnose a broken reconciliation workflow.

AI Fluency & Bias for Action:

You build systems where others repeat tasks. You use AI tools in your own daily workflow and expect your customers to as well.

Nice to Haves (Not Required):

Prior customer success or account management experience at a B2B SaaS company selling to finance buyers

Hands-on NetSuite experience, or depth in another major ERP

Experience with multi-entity or multi-currency accounting

Experience running QBRs, save plays, or a structured account cadence

What Success Looks Like

Retention:

Your book's gross retention is strong, and when an account churns, it's never a surprise

Adoption:

Accounts in your book measurably deepen product usage quarter over quarter

Coverage:

Every strategic account has a current success plan, a recent business review, and a multi-threaded relationship map

Early Warning:

Your risk flags are early and accurate, and your save plays have a track record

Advocacy:

Your book produces champions, references, and case studies

How We Work

This role is hybrid in San Francisco or New York

(hybrid but in-office first, with flexibility to manage your schedule as you see fit).

We strongly believe we will only be successful if everyone on the team is anchored in our following set of core principles:

Brick by Brick:

To win, our team needs to show up and execute in each domain every day.

Love the Game:

We focus on the craft and a deep sense of giving a f*ck. We're building a company full of people who are equally engaged and motivated.

SALY:

We refuse to accept "Same As Last Year." For too long, accounting and finance systems have reflected outdated processes instead of reimagining what's possible. We're driven by a first-principles approach to building better solutions.

Own the Outcome:

We own our results. We typically hire builders and give them large mandates with high-trust. You're responsible for customer outcomes, not just task completion.

Earn the Right:

We're impatient to deliver results. We relentlessly iterate, measure, and improve. Every day is an opportunity to beat our prior best, raising the bar for the value we deliver to customers.