Vice President, Customer Success

Nuix • Reston, VA

6d • Hybrid

About The Position

Nuix is seeking a Vice President, Customer Success to lead and grow our Customer Success function across the Americas. Reporting to the EVP Americas, this executive will be accountable for net dollar retention, gross renewal rate, customer health and the overall post-sale experience across Nuix's enterprise customer base in the region. The role carries direct ownership of a team of eight to ten Customer Success Managers and serves as the primary internal point of accountability for customer relationships, renewals, triage, and professional services identification.
This is a commercially significant leadership role at a critical moment in Nuix's growth in the Americas. The successful candidate will bring a disciplined, data-led approach to customer lifecycle management, a track record of building high-performing Customer Success teams in complex enterprise software environments, and the executive presence to engage at the C-suite level with some of the world's most demanding organisations in investigative analytics, eDiscovery and enterprise data intelligence.

Requirements

• Extensive enterprise software Customer Success leadership experience. At least twelve years of progressive experience in Customer Success, Account Management or related disciplines within enterprise software, with a minimum of four years at VP or equivalent level leading regional teams.
• Demonstrated ownership of NDR, GRR and renewal outcomes. A verifiable track record of meeting or exceeding net dollar retention and gross renewal rate targets across a multi-million dollar enterprise ARR portfolio.
• Proven ability to build and scale high-performing CS teams. Demonstrated experience recruiting, coaching and developing CSMs in a complex, technical enterprise software environment with long sales cycles and senior buyer relationships.
• Executive presence and C-suite relationship management capability. Ability to engage credibly with senior stakeholders across legal, compliance, security and technology functions within large enterprise customer organisations.

Nice To Haves

• Experience in eDiscovery, investigative analytics, legal technology or a closely adjacent domain. Familiarity with the regulatory, compliance and investigative workflows that drive customer value in Nuix's core markets would accelerate time to impact.
• Formal education to postgraduate level in business, law or a relevant technical discipline. An MBA or equivalent advanced qualification is well regarded, though substantial and demonstrable commercial achievement will be weighted accordingly.

Responsibilities

• Lead and develop the Americas Customer Success team. Coach, manage and grow a team of eight to ten CSMs, establishing clear performance expectations, operating cadences and individual development plans.
• Own net dollar retention and gross renewal rate across the Americas portfolio. Set and drive NDR and GRR targets, partnering with Sales to execute timely, well-prepared renewals and minimise preventable churn.
• Govern account health scoring and proactive risk management. Maintain a rigorous, data-driven health scoring framework across the portfolio and lead structured intervention plays for at-risk accounts ahead of renewal windows.
• Lead the Americas QBR and customer engagement programme. Establish and oversee a consistent quarterly business review cadence, ensuring each engagement is outcome-focused and aligned to customer and Nuix business objectives.
• Identify and progress professional services and expansion opportunities. Work closely with Sales and Professional Services to surface upsell and cross-sell opportunities arising from active customer relationships and usage data.
• Serve as the executive escalation point and internal voice of the customer. Act as the primary internal advocate for Americas customers, triaging critical issues, influencing the product roadmap and representing customer priorities to leadership.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive