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)

Nucleus Teq 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.

• 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

• 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 Rev Ops.

• Standardize executive Success Plans per account (outcomes, timelines, value metrics) and run E /Q  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.

• 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…