Head of Customer Outcomes

Role overview

Nuclearn develops AI specifically for nuclear operations, helping teams in a highly regulated industry reduce manual work around procedures, documentation, and engineering reviews. The company is building for an industry that is growing rapidly again, with the goal of helping utilities move faster while maintaining safety and reliability.

This leadership role is focused on the post-sale journey: turning customer commitments into real business value. The company is post-product-market fit and scaling, with net revenue retention as a core objective. This position was created to formalize and lead the function that ensures customers achieve value quickly and are prepared to adopt additional products over time.

You will report to the CRO and lead a growing team of Customer Success Engineers. You will also work closely with Sales on expansion opportunities and will be accountable for the two growth drivers that matter most in this role: time to value on the first product and readiness to adopt the next one.

Key responsibilities

• Own customer implementations from kickoff through go-live, ensuring delivery stays on schedule and meets the required standard.
• Create resource plans for multiple concurrent deployments, build repeatable playbooks, and coordinate with Engineering when custom work is needed.
• Drive value realization by helping customers move from “the platform is live” to “the platform is producing the results they expected.”
• Build a framework that makes the expected outcome of each sale visible to both the company and the customer, then close gaps when results fall short.
• Lead, coach, and expand the Customer Success Engineering team, raising the bar for deployment execution and product adoption.
• Hire additional team members as the organization scales.
• Serve as the senior post-sale contact for Director- and VP-level stakeholders at nuclear operators.
• Run business reviews centered on outcomes and identify risks early before they become larger problems.
• Partner with Sales on expansion, keeping those discussions grounded in confirmed results rather than future promises.
• Prioritize customer feedback and channel it effectively to Product.

What we are looking for

• 5+ years of experience leading implementation, customer success, or professional services functions in B2B SaaS or enterprise software.
• Direct management experience with teams of five or more people.
• Background working with Director- and VP-level clients on meaningful annual spend and complex deployments.
• A strong focus on outcomes rather than activity or milestones alone.
• Technical understanding of integrations, data workflows, and platform configuration, without needing to perform the hands-on work yourself.
• Enough credibility to earn trust from both your team and technically strong customer stakeholders.
• Comfort using AI tools in day-to-day work and familiarity with what AI can and cannot do in customer success.
• Willingness to communicate clearly and directly, including delivering difficult feedback to customers, Sales, and internal teams.

Preferred experience

• Experience in nuclear, defense, aerospace, or another highly regulated industry with complex deployment requirements.
• Background in a high-growth SaaS environment where processes and playbooks were still evolving.
• Exposure to land-and-expand models where customer success contributes directly to revenue growth.

Working style and environment

• Comfort with building systems and processes without an established playbook.
• Energy for a fast-moving environment where priorities can shift and momentum matters.
• Ability to make decisions proactively rather than waiting for step-by-step direction.
• Openness to candid feedback and direct communication.
• Willingness to work across functions in a small team environment where responsibilities can extend beyond a single title.

How the company works

The company operates around two especially visible values in this role: customer success and strong ownership with urgency. The expectation is to take responsibility, solve problems directly, and treat customer outcomes as a shared priority across the organization.

This is a hybrid position based in Phoenix, Arizona. The team works from the Phoenix headquarters four days each week, with Wednesdays remote. For a senior leader, close collaboration with founders, engineering, and go-to-market teams is considered part of the job.

Practical details

• Full-time, salaried position.
• Hybrid schedule in Phoenix headquarters, with at least 80% of time in office and Wednesdays remote.
• U.S. citizenship or permanent residency is required to meet DOE export compliance requirements.

Benefits

• Equity participation.
• Medical, dental, and vision coverage.
• 401(k) plan with a 100% match on the first 4% contributed.
• Unlimited paid time off.

Hiring process

The hiring process is intended to be fast, respectful, and practical, with a target of moving from first conversation to final decision in three weeks or less.

• Introductory interview with the Head of People.
• Interview with the Hiring Manager and CFO.
• Take-home work sample.
• Presentation of the work sample.
• Reference checks.

Equal opportunity note

The company encourages applicants from a wide range of backgrounds and emphasizes that the best person for the role will be selected regardless of background. Candidates are encouraged to apply even if they do not match every qualification exactly. Hiring decisions are made without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.