[Remote] Senior Vice President — Customer Success, Account Management & Delivery

Note: The job is a remote job and is open to candidates in USA. NucleusTeq is a software services, solutions, and products company enabling Fortune 1000 customers to modernize with Data, Cloud, AI/ML, and more. The Senior Vice President of Customer Success, Account Management & Delivery is responsible for revenue retention, expansion, and driving new-logo acquisitions while managing the end-to-end customer lifecycle. 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. Skills • 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. 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. Company Overview • NucleusTeq is empower & Transform customers’ business through the use of digital technologies. It was founded in 2015, and is headquartered in Phoenix, Arizona, USA, with a workforce of 201-500 employees. Its website is https://nucleusteq.com/. Apply tot his job Apply To this Job