Head of Customer Outcomes

Nuclearn•Phoenix, AZ

3d•Hybrid

About The Position

Nuclearn.ai builds AI-powered software for the nuclear and utility industries—tools that keep critical infrastructure reliable, efficient, and safe. Our software integrates AI-driven workflow, documentation, and research automation, and is already used at 60+ nuclear reactors across North America. You'll ship production code operators and engineers rely on every day. We're growing quickly, expanding our team and our Phoenix HQ. The work is consequential: what you build helps real plants run safer and smarter. Eligibility: U.S. citizenship or permanent residency (green card) is required due to DOE export compliance. At Nuclearn, a deal closing is the beginning of the work, not the end. Every customer purchases Nuclearn with a specific expectation. This role exists to make sure they get there. 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

Requirements

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
U.S. citizenship or permanent residency (green card) is required due to DOE export compliance.

Nice To Haves

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

Responsibilities

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
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
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
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