Head of Customer Outcomes

At Nuclearn, a deal closing is the beginning of the work, not the end. If you're someone who finds the post-sale moment genuinely interesting, the messy hands-on work of turning a signature into outcomes, this is a role built for you.

Our AI platform is purpose-built for nuclear operations, currently seven products spanning condition reports, performance improvement, engineering workflows, and more. Every product a customer adopts comes with a specific, quantified outcome they're counting on, and our growth depends on delivering those outcomes consistently enough that customers want the next product, and the one after that. The Head of Customer Outcomes owns that whole journey.

Reporting to our CRO Phil Zeringue, you'll lead a team of five Customer Success Engineers (growing) and partner closely with Sales on expansion. You'll own the two metrics that drive Nuclearn's growth: time to value on the first product, and readiness to adopt the next one.

Nuclearn is post-PMF and scaling. We're live at 70+ nuclear facilities across North America and the U.K., our customer count is accelerating, and Net Revenue Retention is a core company goal. Customer Outcomes has been carried by our CRO alongside the rest of go-to-market, and that's not sustainable as we grow. This role exists to bring real structure to the function, scale the team thoughtfully, and turn customer success into the engine of our expansion strategy.

Our model is to start small, prove value, then expand. We can't grow an account until they've gotten what they already paid for. The faster you and your team deliver outcomes, the faster Nuclearn grows.

Implementation and deployment. Every new customer kickoff through go-live, on time and to standard. You'll build resource plans across concurrent projects, refine repeatable playbooks, and partner with Engineering when implementations need custom work.

Value realization. The transition from "platform is live" to "customer is getting what they paid for." Every sale includes an estimated outcome. You'll build the framework that makes those outcomes visible to both Nuclearn and the customer, and you'll close the gap when they diverge.

Team leadership. Lead, develop, and grow the CSE team. Set the bar for how CSEs engage with customers, manage deployments, and drive adoption. Hire the next several CSEs as we scale.

Customer relationships. Serve as the senior post-sale partner to Director and VP-level stakeholders at nuclear operators. Run business reviews focused on outcomes delivered, not features shipped. See risks before they escalate.

Expansion partnership. Work with Sales so that expansion conversations are grounded in proven value, not promises. Own the prioritization of customer feedback to Product.

• Meet every active customer and understand their deployment status, expected outcomes, and satisfaction level
• Assess the team: strengths, gaps, workload, development needs
• Build a consolidated resource plan across all active implementations
• Stand up a value realization tracking framework tied to each customer's purchase justification
• Identify the top three operational improvements that will most reduce time to value
• Establish your operating rhythm with Phil and the leadership team

You've led implementation, customer success, or professional services teams in B2B SaaS or enterprise software for 5+ years, and you've directly managed teams of five or more. You've worked with Director and VP-level customers on accounts where the annual spend was meaningful and the deployment was complex.

You think in outcomes, not milestones. A successful go-live that doesn't produce the value the customer expected isn't a success to you; it's an incomplete project.

You're technical enough to understand integrations, data workflows, and platform configurations without having to do them yourself, and credible enough that your CSEs and your customers' engineers respect your judgment.

You're AI-fluent. You use AI tools in your work, you understand what's possible, and you can think alongside your team about where AI changes how customer success gets done. You don't need to build models, but you should be more comfortable with AI than the average professional.

You're comfortable with candor. You'll tell a customer the truth about why their outcome is lagging. You'll tell Sales when a deal isn't ready for expansion. You'll tell your team when something needs to change. We say the hard things here, with facts and without spin.

• Nuclear, defense, aerospace, or other regulated-industry experience where deployment complexity is high
• Experience in a high-growth SaaS company where the playbook was still being written
• Familiarity with land-and-expand models where CS directly drives revenue

We try to be honest about where people thrive here, because that saves everyone time. Some patterns we've seen:

• You're comfortable building without a playbook. A lot of…