The Head of Customer Outcomes owns the full journey from signed contract to realized value. That means getting the platform deployed and technically working, then ensuring the customer is actually achieving the outcomes they paid for. The project isn't done at go-live. It's done when the customer is getting the value they paid for.

This has a direct impact on Nuclearn's growth. Our strategy is to start small, add value, repeat we can't expand an account until they're getting the benefit they expected from what they already bought. The faster and more completely we deliver outcomes, the faster we grow and the more value we bring the industry.

You'll lead a team of Customer Success Engineers (CSEs) and Project Managers, planning resources across concurrent customer projects, managing timelines, removing blockers, and holding the team accountable to outcomes, not just milestones.

Examples of problems you might own in your first 90 days

• Meet every active customer and understand their deployment status, expected outcomes, and satisfaction level
• Assess the current CSE team—strengths, gaps, workload distribution, and development needs
• Audit active implementations and build a consolidated resource plan across all concurrent projects
• Establish a value realization tracking framework tied to each customer's purchase justification
• Identify the top 3 operational improvements that will have the biggest impact on time-to-value
• Build your operating rhythm: team standups, customer check-ins, resource planning cadence, reporting to the CRO

Implementation & Deployment

• Own the end-to-end implementation process for every new customer deployment, from kickoff through go-live and beyond
• Build and manage resource plans across concurrent projects, balancing team capacity against customer timelines
• Ensure technical deployments (integrations, configurations, data migrations) are executed on time and to standard
• Coordinate with the development team when implementations require custom work or integrations
• Establish and refine repeatable implementation playbooks that scale as the customer base grows

Value Realization

• Own the transition from “platform is live” to “customer is getting what they paid for”
• Track each customer's expected outcomes against actual results, every sale includes an estimate of savings or benefits, and this role ensures those estimates become reality
• Work with CSEs to identify adoption gaps, usage barriers, and workflow adjustments that accelerate value
• Develop a value realization framework that makes outcomes visible to both Nuclearn and the customer
• Partner with Sales to ensure expansion conversations are grounded in proven value, not promises

Team Leadership

• Lead and develop a team of Customer Success Engineers and Project Managers
• Set standards for how CSEs engage with customers, manage deployments, and drive adoption
• Build a team culture centered on customer outcomes, not ticket closure
• Manage hiring as the CSE team grows to match customer expansion
• Create career development paths that retain strong CSEs in a competitive market
• Develop and optimize the resource allocation methodology
• Develop and own the prioritization process of customer feedback to the product team
• Advocate for customer needs in sprint and release planning

Customer Relationship Management

• Serve as the senior post-sale point of contact for Director and VP-level customer stakeholders
• Conduct regular business reviews with customer leadership focused on outcomes delivered and roadmap ahead
• Identify risks to customer satisfaction early and intervene before they escalate
• Collaborate with Sales and the executive team to ensure seamless handoff from deal close to implementation

What Makes You a Great Fit

• 5+ years leading implementation, customer success, or professional services teams in a B2B SaaS or enterprise software environment
• Experience managing a team of 5+ with direct people management responsibility
• AI power user—you actively use AI tools in your own work, you understand what's possible, and you can ideate on AI-driven solutions alongside your team. You don't need to build models, but you need to be significantly more fluent than the average user
• PMO mindset—you know how to plan resources across concurrent projects, manage timelines, and hold teams accountable to outcomes
• Experience interfacing with Director and VP-level customers on accounts with significant annual spend
• Track record of driving measurable customer outcomes, not just successful go-lives
• Strong enough technically to understand integrations, data workflows, and platform configurations without needing to do them yourself
• Based in Phoenix, AZ with ability to work in-person from our office

Nice To Have (not Required)

• Nuclear industry experience—plant operations, engineering, maintenance, work management, or technology deployment at utilities
• Experience in a high-growth SaaS company where processes were still being built
• Familiarity with land-and-expand business models where customer success directly drives revenue growth
• Experience with HubSpot, Asana, or similar CRM and project management tools
• Background in regulated industries (nuclear, defense, aerospace, energy, pharma) where deployment complexity is high and customer trust is essential

How Success Is Measured The primary metric is time to value —the duration from purchase to the customer achieving the outcomes they bought. Everything else supports this:

• Time to value across the customer portfolio (from contract signed to outcomes realized)
• Customer retention and expansion readiness—accounts at value are accounts ready to grow
• Implementation quality and on-time delivery
• Customer satisfaction at the executive level
• CSE team performance, development, and retention
• Scalability of processes as the customer base grows

Compensation & Benefits

• Base salary: $
• Equity: % -%
• Bonus: %
• Benefits: Unlimited PTO, health/dental/vision insurance, 4% 401k match

Work Model & Schedule

• Full-time, salaried
• Mon–Fri hybrid (Wed remote); expectation is ≥80% in-office (Phoenix HQ)

How We Hire (fast, Respectful, Practical)

• 20-min intro with the founder/hiring manager to trade context and assess mutual fit
• Practical work sample (60–90 min; a real task in our stack)
• Team meet + peer programming (system design + collaboration) We aim to move from first chat to decision quickly.

Version History

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Management Review History

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