Head of Customer Outcomes

Nuclearn•Phoenix, AZ

78d•Hybrid

About The Position

The Head of Customer Outcomes at Nuclearn owns the entire post-sale customer journey, focusing on transforming initial deals into tangible outcomes. This role is crucial for a company whose growth depends on consistently delivering quantified results for its AI platform, which serves the nuclear operations industry. The position involves leading a growing team of Customer Success Engineers and collaborating with Sales to drive account expansion. The core responsibility is to own the key metrics that fuel Nuclearn's growth: time to value for the first product and customer readiness for subsequent product adoption. This role is being created to bring structure to the Customer Outcomes function, scale the team, and establish customer success as a primary driver of expansion.

Requirements

Minimum of 5 years of experience leading implementation, customer success, or professional services teams in B2B SaaS or enterprise software.
Direct management experience with teams of five or more people.
Experience working with Director and VP-level customers on complex, high-value accounts.
A strong focus on outcomes rather than just milestones.
Sufficient technical understanding of integrations, data workflows, and platform configurations.
AI fluency, including comfort with AI tools and understanding of AI capabilities.
Comfort with candor and direct communication with customers, sales, and the team.

Nice To Haves

Experience in the nuclear, defense, aerospace, or other regulated industries with high deployment complexity.
Experience in a high-growth SaaS company with evolving playbooks.
Familiarity with land-and-expand models where Customer Success directly drives revenue.

Responsibilities

Oversee the implementation and deployment process for all new customers, ensuring projects are completed on time and to standard.
Develop resource plans for concurrent projects and refine implementation playbooks.
Partner with Engineering on custom implementation work.
Manage the transition from platform go-live to value realization, ensuring customers achieve the outcomes they expected.
Build a framework to make customer outcomes visible to both Nuclearn and the customer, and address any discrepancies.
Lead, develop, and grow the Customer Success Engineer (CSE) team, setting standards for customer engagement, deployment management, and adoption.
Hire new CSEs as the team scales.
Serve as the senior post-sale partner to Director and VP-level stakeholders at nuclear operators.
Conduct business reviews focused on delivered outcomes.
Proactively identify and mitigate risks in customer accounts.
Collaborate with Sales to ensure expansion conversations are based on proven value.
Prioritize customer feedback for the Product team.