Vice President, Customer Success

Nuix; Reston (VA); Hybrid; USD 210,000 - 310,000; Full time

Benefits offered by this job

Hybrid work model

Office in Reston

Job summary

Nuix seeks a Vice President, Customer Success to lead and grow our Americas Customer Success function. You will own net dollar retention, gross renewal rate, and the post-sale experience across enterprise accounts in the region, guiding a team of eight to ten CSMs and serving as the internal voice for customer priorities.

Based in Reston, VA, this role requires in-office presence at least three days a week with flexibility for remote work the remaining days.

Qualifications

• Extensive enterprise software CS leadership experience (12+ years).
• Proven ownership of net dollar retention and renewal outcomes.
• Experience building/scaling high-performing CS teams.

Responsibilities

• Lead and develop the Americas CS team (8–10 CSMs).
• Own net dollar retention and gross renewal targets for the region.
• Govern health scoring and proactive risk management across the portfolio.

Skills

CS leadership

NDR/GRR ownership

Team coaching

Executive stakeholder mgmt

Education

MBA or equivalent

Job description

We're on a mission to be a Force For Good, through our People, Products and Purpose at Nuix. This extends to our People. We're fiercely passionate, love working at pace, thrive in ambiguity, live, and breathe outside of the box, and above all are good humans. We are a Force For Good. We're selective about who comes on board, and you should be too.

Role Overview

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.

Role Location

This position will be based in our Reston office. The candidate is required to attend the office a minimum of 3 days per week but may voluntarily elect to work either remotely or from the Reston office for the remaining days of the week.

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.

Must haves

• 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.

About Nuix

Nuix is on an incredible journey of transformation, aligning our strengths with our ambitions to pursue greater opportunities. As we expand our global team and extend our skills and expertise, we are unified as one Nuix team guided by our shared values.

https://www.nuix.com/

Vision

Finding Truth in a Digital World.

Mission

Nuix creates innovative software that empowers organisations to simply and quickly find the truth from any data in a digital world. We are a passionate and talented team, delighting our customers with software that transforms data into actionable intelligence.

Values

• Take ownership and follow up
• Resilient - we learn from the past and are optimistic about tomorrow
• Unafraid to do the right thing, quickly
• Team Nuix - first and foremost
• Hero our customers and innovate for them