Senior Vice President Customer Success, Account Management & Delivery

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 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.

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.