Head of Customer Outcomes

Nuclearn brings modern AI to one of the most demanding industries in the world: nuclear power. The work that keeps a plant running safely sits under mountains of procedures, regulatory documentation, and engineering review, and most of it is still done by hand. We build AI made for the realities of nuclear operations, not adapted from generic tools, so the engineers and operators who keep plants running can spend their time where it counts. We're out to rebuild how an entire industry runs, not tinker at its edges.

This matters more now than ever. Nuclear is having its biggest moment in a generation, and we're building at the center of it. As the world turns back to nuclear for clean, reliable power, operators have to do more without growing their experienced workforce at the same pace. Our aim reaches past any one tool: we want to partner with utilities across the industry to make nuclear faster to run and safer to scale.

We're not just bringing AI to nuclear, we're challenging the idea that a safety-first industry has to be a slow one. We win as one team, we make every dollar and hour count, and we treat our customers' wins as our own.

THE ROLE

At Nuclearn, a customer's win is the standard we hold ourselves to. If you're someone who finds the post-sale moment genuinely interesting, the messy hands-on work of turning a signature into outcomes, this is a role built for you.

We're post-PMF and scaling, with Net Revenue Retention as a core company goal. Every product a customer adopts comes with a specific outcome they're counting on, and our growth depends on delivering those outcomes consistently enough that customers want the next product, and the one after that. Until now the function has been carried by our CRO alongside the rest of go-to-market, and this role exists to give it real structure.

Reporting to CRO Phil Zeringue, you'll lead a team of four Customer Success Engineers (growing) and partner closely with Sales on expansion. You'll own the two metrics that drive Nuclearn's growth: time to value on the first product, and readiness to adopt the next one.

WHAT YOU'LL OWN

- Implementation and deployment. Every customer from kickoff to go-live, on time and to standard, with resource plans across concurrent projects, repeatable playbooks, and Engineering partnership when implementations need custom work.

- Value realization. The move from “platform is live” to “customer is getting what they paid for,” with a framework that makes each sale's estimated outcome visible to both sides and closes the gap when they diverge.

- Team leadership. Lead, develop, and grow the CSE team, set the bar for how they run deployments and drive adoption, and hire the next several as we scale.

- Customer relationships. Senior post-sale partner to Director and VP-level stakeholders at nuclear operators, running outcome-focused business reviews and seeing risks before they escalate.

- Expansion partnership. Keep expansion conversations grounded in proven value, not promises, and own prioritization of customer feedback to Product.

ABOUT YOU

You've led implementation, customer success, or professional services teams in B2B SaaS or enterprise software for 5+ years, and you've directly managed teams of five or more. You've worked with Director and VP-level customers on accounts where the annual spend was meaningful and the deployment was complex.

You think in outcomes, not milestones. A successful go-live that doesn't produce the value the customer expected isn't a success to you; it's an incomplete project.

You're technical enough to understand integrations, data workflows, and platform configurations without having to do them yourself, and credible enough that your CSEs and your customers' engineers respect your judgment.

You're AI-fluent. You use AI tools in your work, you understand what's possible, and you can think alongside your team about where AI changes how customer success gets done. You don't need to build models, but you should be more comfortable with AI than the average professional.

You're comfortable with candor. You'll tell a customer the truth about why their outcome is lagging. You'll tell Sales when a deal isn't ready for expansion. You'll tell your team when something needs to change. We say the hard things here, with facts and without spin.

Nice to have, not required:

- Nuclear, defense, aerospace, or other regulated-industry experience where deployment complexity is high

- Experience in a high-growth SaaS company where the playbook was still being written

- Familiarity with land-and-expand models where CS directly drives revenue

YOU'LL BE IN YOUR ELEMENT IF...

We try to be honest about where people thrive here, because that saves everyone time. Some patterns we've seen:

- You're comfortable building without a playbook. A lot of what you'll do here, you'll figure out as you go. We're past product-market fit, but we're still building most of the systems around it.

- You're energized by fast cadence. The work moves fast. Customers are growing. Priorities shift. People who do well here lean into that pace rather than waiting for it to settle.

- You bring decisions, not just questions. Our managers expect you to come with “Here's what I'm going to do, unless you tell me otherwise,” not “What should I do?”

- You want candid feedback. We tell each other the hard things, with facts and without spin. People who do well here find this energizing, not uncomfortable.

- You like reaching across function lines. Small team means everyone wears multiple hats. The boundary of your role is whatever the work needs, and that's a feature, not a bug.

HOW WE WORK

We're a values-driven company. Six values shape how we work, and two will be especially visible in this role:

Customer Wins. Their win is our win. This role exists because we believe customer outcomes are a Nuclearn obsession, not a department.

Ownership and Urgency. See it, own it, fix it. We don't wait for permission to do the right thing, and we don't pass problems sideways.

You'll be in our Phoenix HQ four days a week (Wednesdays remote), with the founders, engineering, and the rest of Go-to-Market. For a senior leader, proximity to the people building the product and the customers using it is a feature.

A FEW PRACTICAL NOTES

- Full-time, salaried

- Hybrid in our Phoenix HQ (≥80% in-office, Wednesdays remote)

- U.S. citizenship or permanent residency required for DOE export compliance

THE ANALOG BENEFITS

- Equity participation

- Medical, dental, and vision insurance

- 401(k) with 100% match on the first 4%

- Unlimited PTO

HOW WE HIRE

Fast, respectful, and practical. Our goal is first conversation to decision in three weeks or less.

1. An interview with our Head of People

2. An interview with the Hiring Manager + our CFO

3. Take-home work sample

4. Presentation of the work sample

5. Reference check

Nuclear is an industry that has historically drawn from a narrow talent pool, and we think widening that aperture is part of how the industry moves forward. Nuclearn hires the best person for each role regardless of background, and we mean that as a practical commitment, not a legal line. Research shows that women, people of color, and candidates from non-traditional backgrounds are less likely to apply for roles unless they meet 100% of the qualifications. If you can do the work and the role excites you, apply — even if your path here doesn't look like the one we described. The best hires we've made often surprised us.

We don't discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.