NucleusTeq

Compensation

Full Description

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 Solution Architects / Pre-sales Architecture (matrixed), Customer Marketing (advocacy), CS Ops / RevOps Key Responsibilities 1) Revenue & Growth Own NRR, GRR, churn, upsell/cross-sell, and net-new ARR targets across strategic and commercial segments. Build the LandAdoptExpand 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. 7) Organization & Leadership 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) NRR 120%; GRR 92%; logo retention 95% in strategic tiers. Expansion ARR: % accounts with 1 expansion; attach-rate for priority services/solutions; upsell/cross-sell mix. Delivery: 95% on-time milestones, 35% gross margin across service lines, bench utilization 15%, CSAT 90 / NPS +50. 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. Compensation / Benefits 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. Equal Opportunity NucleusTeq is an equal opportunity employer. We celebrate diversity and are committed to an inclusive environment for all employees.