Head of Customer Success

Work Type: Full Time

ROLE: Head of Customer Success 

Hours: Full-time

Location: Remote. An optional office is available in Brooklyn, NY.

Salary: Competitive compensation, including salary, equity, benefits, and work-from-home allowance. 


Make cities more responsive, so they are safer, healthier, and more equitable for the people who live in them.

Numina makes a hardware and software platform that uses computer vision to help urban planners and mobility companies design more equitable, walkable, and bikeable streets and public places. We pioneered the Privacy-by-Design approach to sensing bicycle, pedestrian, and other street traffic, and convert this data into real-time intelligence — without surveillance — to enable all sorts of partners in automation, autonomy, and development in the public right-of-way. We are looking for passionate people who would like to join us as we pursue our shared vision of more responsive cities.


As our Customer Success Manager, you will ensure customers have great experiences with Numina in projects around the world: from planning and installation, through customer feedback and problem solving, to expansion and public-facing outcomes. You will wear many hats to build the foundation of our Customer Success team. You will empower your teammates to deliver great product experiences, ensure good governance/reporting practices to stakeholders, and inform how we develop new features to better serve our market. As an early team member, you will be part of shaping the practices, systems, and culture that drives our Series A-stage, high-growth startup. The Customer Success Manager will sit on the Growth Team and report to the CEO, while managing communications with customers and project stakeholders.


  • Be responsible for end-to-end account management, from sales handoff to customer onboarding and relationship management, as well as ongoing technical support.
  • Develop and maintain project management systems to ensure seamless execution and wonderful customer experiences.
  • Gain an in-depth understanding of our users to help set product priorities, and share customer success stories in the form of written content.
  • Define and track customer success team KPIs / OKRs, helping us identify growth opportunities and future Customer Success teammates.


You have 2-5 years of experience in a customer facing role and are able to prioritize customer happiness without compromising organizational mission and values. You’ve worked in a start-up environment before, wearing many hats, and have been able to maintain momentum in a remote work environment. You have the following skills and competencies:

  • Strong communication skills & comfort speaking with customers at every level, across all mediums (e.g. phone, video, in-person)
  • Customer-centered approaches to user research, testing, & product development practices. Familiarity with and sensitivity to accessibility, privacy, and other user needs
  • Commitment to good documentation and being process-oriented, detail-oriented, deadline-driven
  • Self-management and self-awareness: Ability to keep a personable and flexible attitude, to accommodate productive conversations with users and with team members

This role may require occasional travel.


We expect all of our team members to uphold our values and be Future-Focused, Human-Centered, Intentional, Accountable, Respectful. We spend our days building an amazing product that makes a real difference in the world. We are a remote-first, distributed team, with an optional office in Brooklyn, New York. We are a Minority- and Women-owned Business Enterprise and are committed to seeking and sustaining diverse perspectives on our team. We encourage people of color and all genders, individuals with disabilities, veterans, and others from underrepresented backgrounds to apply.

We are backed by investors including Elemental Excelerator, betaworks, Shasta Ventures, URBAN-X (MINI BMW), and accomplished entrepreneur-angels. Past projects have been supported by The Knight Foundation,The Clinton Foundation,  and the Robert Wood Johnson Foundation. We are a small, mission-driven company that is growing quickly. If you’d like to join our laser-focused and fast-paced team, we enthusiastically invite you to apply.


  • We’re a small team with lots to do, and there’s a good amount of context-switching. We expect people to be autonomous and drive their own work to completion.
  • We’re scrappy and frugal. We’ve built our product at a sustainable pace and have always been pointed toward profitability.
  • As a growing company and startup, work priorities may shift as customer or business requirements change. We strive to empower individuals with context and decision-making power to meet this need. 

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3b. Cover Letter