Senior Vice President — Customer Success, Account Management & Delivery

NucleusTeq Logo
NucleusTeq
Phoenix, ARIZONA, United States
  • Construction
  • FullTime

Senior Vice President – Customer Success, Account Management & DeliveryLocation: US (Phoenix preferred) or remote with strong US-India overlapReports to: CEOTravel: ~25-35% (customer, field & partner events)About NucleusTeqNucleusTeq 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.

  1. 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).

  1. 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.

  1. 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.

  1. 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).

  1. 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.

  1. 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.

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