Customer Success Manager

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. #J-18808-Ljbffr