Senior Vice President — Customer Success, Account Management & Delivery

About the position 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. 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.

Responsibilities

• 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.
• 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).
• 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.
• 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.
• 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).
• 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.

Requirements

• 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

Nice-to-haves

• MBA or technical graduate degree is a plus.

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.

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