Vice President, Customer Success

Nuix; Reston (VA); Hybrid; USD 180,000 - 280,000; Full time

Job summary

Nuix is seeking a Vice President, Customer Success to lead and grow the Americas function, accountable for net dollar retention, renewals, and the overall post-sale experience across enterprise customers. The role bases in Reston and leads eight to ten CSMs, partnering with Sales and Professional Services.

The successful candidate will bring a data-led approach, experience building CS teams in complex enterprise software, and the presence to engage with C-suite leaders across legal, security and

Qualifications

• Extensive enterprise software CS leadership experience with 12+ years
• At least 4 years in VP+ leadership role overseeing regional teams
• Proven track record of achieving net dollar retention and renewal targets
• Experience building and scaling high-performing CS teams
• Executive presence with C-suite stakeholders across functions

Responsibilities

• Lead and grow the Americas CS team of eight to ten CSMs with clear expectations.
• Own net dollar retention and renewal rates, drive renewals with sales.
• Govern health scoring and proactive risk management across portfolios.
• Lead Americas quarterly business reviews and customer engagement programs.
• Identify upsell/cross-sell opportunities from active relationships and usage data.
• Serve as executive escalation point and advocate for customers to leadership.

Skills

Enterprise software leadership

Customer Success leadership

Executive presence

C-suite relationship management

Data-driven health scoring

Renewals & growth mindset

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're determined to make a positive difference in the world, whether through our solutions which help the top companies, governments and agencies find the truth and combat illegal activities, or through our people who care about contributing and giving back both within, and outside, of Nuix. 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.

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.

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