NucleusTeq
Senior Vice President — Customer Success, Account Management & Delivery
Location: US (Phoenix preferred) or remote with strong US–India overlap
Reports to: CEO
Travel: ~25–35% (customer, field & partner events)
About NucleusTeq
NucleusTeq is a software services, solutions, and products company enabling Fortune 1000 customers across the USA, Canada, UK, and India to modernize with Data, Cloud, AI/ML, Enterprise Automation, and Digital Engineering. We’ve delivered sustained hyper-growth and are scaling globally with a sharp focus on measurable customer outcomes.
Role Summary
This executive owns all existing accounts globally and is accountable for revenue retention, expansion, and organic growth—while also driving new-logo acquisitions in partnership with Sales. The role has full responsibility for the end‑to‑end customer lifecycle, including Account Management and Delivery organizations (PMO/Engagement Management), to ensure outcomes are achieved on time, on budget, and at target margins.
Organization Scope (Direct/Matrix Reports)
- Regional VPs/Directors of Customer Success & Account Management
- Delivery/Engagement Leadership: PMO, Program Managers, Delivery Managers, Architects/Tech Leads
- Customer Success Managers (CSMs), Renewals Managers, Strategic Account Directors
Key Responsibilities
1) Revenue & Growth
- Own NRR, GRR, churn, upsell/cross‑sell, and net‑new ARR targets across strategic and commercial segments.
- Build the Land→Adopt→Expand playbook linking value hypotheses to adoption milestones and commercial expansion.
- Co‑own expansion and new‑logo pipeline with the CRO; align territories, coverage, quotas, and forecasts with RevOps.
2) Customer Health & Outcomes
- Standardize executive Success Plans per account (outcomes, timelines, value metrics) and run EBR/QBR cadences.
- Define health scoring (adoption, utilization, sentiment, support risk, delivery risk) and automate alerts with runbooks.
- Publish ROI/value scorecards tying delivered outcomes to commercial impact (renewal, expansion).
3) Account Management & Delivery Governance
- Own delivery governance (PMO): SOW hygiene, change control, risk/issue management, and executive escalations.
- Ensure on‑time/on‑budget delivery, target margins, and quality gates (design reviews, testing, cutover readiness).
- Capacity & staffing: onshore/offshore resourcing model, utilization/bench guardrails, hiring plans, and skills enablement.
- Delivery excellence framework: playbooks, estimations, reusable assets/accelerators, and lessons‑learned loops.
- Commercial control: revenue recognition hygiene, milestone acceptance, and DSO/collections partnership with Finance.
- Operating model: documentation‑first; follow‑the‑sun coverage (US, UK/EU, India) with daily overlap to noon US time.
4) New‑Logo Acquisition (with Sales)
- Stand up CS‑led opportunity identification (adjacent use cases, references, executive networking, customer marketing).
- Package win plays (solution offers, POVs, reference architectures) and enable SDR/AE teams with CS insights.
- Leverage partnerships (hyperscalers/SIs) for introductions, marketplace routes, and co‑funded POVs.
5) Voice of Customer & Product Influence
- Convert customer signals into roadmap asks and service offers; prioritize by value and adoption impact.
- Run Customer Advisory motions (CAB/industry councils) and scale advocacy (references, case studies, peer forums).
6) Operations & Tooling
- Instrument CRM/CS platforms (e.g., Salesforce + CS Ops stack) with SLAs, handoffs, forecasting hygiene, and attribution rules.
- Define regional operating rhythms: weekly pipeline/health reviews, monthly margin reviews, and quarterly business reviews.
- Recruit, mentor, and scale high‑performing leaders (regional/account/delivery); institute certification paths and succession plans.
- Foster a customer‑first, revenue‑aware culture—clear accountabilities, transparent scorecards, and rapid issue resolution.
12‑Month Success Metrics (Examples)
- Expansion ARR: % accounts with ≥1 expansion; attach‑rate for priority services/solutions; upsell/cross‑sell mix.
- Forecasting: ≥90% within‑quarter accuracy on renewals/expansions; DSO improvement per Finance target.
- New logos: # wins and % sourced/influenced by CS/Account motions and references.
Qualifications & Experience
- 15+ years in customer‑facing, revenue‑owning roles (Customer Success, Account Management, Sales, Consulting/Delivery); 8+ years leading global teams.
- Proven track record hitting NRR/GRR and net‑new ARR targets; strong renewal/expansion negotiation acumen.
- Delivery leadership experience owning PMO/engagement governance, utilization/margins, and complex program execution.
- Expertise across Cloud (AWS/Azure/GCP/OCI), Data & Analytics, and AI/ML services; ability to tie technical value to commercial outcomes.
- Operational rigor in RevOps/CS Ops, forecasting, coverage models, quota planning, and executive reporting.
- Executive presence with C‑suite stakeholders; excellent communication and customer advocacy skills.
- Bachelor’s degree required; MBA or technical graduate degree is a plus.
How We Work
- Customer‑first, revenue‑aware: every initiative links to outcomes and commercial impact.
- Write‑it‑down and decide fast: transparent plans, data‑driven reviews, rapid issue resolution.
- One global team: tight alignment with Sales, Delivery, Product, Marketing, and Finance; clear handoffs and shared KPIs.
- Competitive base + performance bonus tied to NRR/GRR/ARR; equity eligible.
- Industry‑leading health, dental, vision; 401(k) match; generous PTO and profit‑sharing.
- Learning stipend and certifications; leadership development and succession planning.
NucleusTeq is an equal opportunity employer. We celebrate diversity and are committed to an inclusive environment for all employees.
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