[Hiring] Director, Customer Success and TAM @nue.io

Role Description

Nue is looking for a hands-on, strategic Director of Customer Success to lead our growing Customer Success function. This person will act as a player-coach, managing a portfolio of strategic customers while defining and scaling our post-sales engagement model. The Director will be responsible for ensuring customers achieve measurable outcomes using Nue’s products, driving retention and expansion, and laying the foundation for a scalable Customer Success organization.

This is a foundational role at Nue. The Director of Customer Success will shape the customer experience, influence product direction through feedback loops, and drive the company’s long-term revenue retention strategy. It’s an opportunity to build a modern, outcome-driven CS organization from the ground up while remaining closely connected to customers.

Key Responsibilities

• Customer Ownership (Player Role):
  • Serve as the primary point of contact for a portfolio of high-value customers, managing onboarding, adoption, renewals, and expansions.
  • Develop a deep understanding of each customer’s business goals, success metrics, and operating model.
  • Partner cross-functionally with Product, Sales, and Engineering to ensure customer needs are represented and prioritized.
  • Conduct regular business reviews (QBRs/EBRs) and proactively drive customer engagement and satisfaction.
  • Identify and mitigate churn risks through proactive success planning.
  • Act as a subject matter expert on Nue's billing and pricing capabilities, educating customers on platform functionality, configuration best practices, and advanced use cases to maximize product value.
  • Collaborate with customers' Finance, Billing, and RevOps teams to ensure Nue is configured to meet their revenue recognition, invoicing, and reporting requirements.
  • Identify opportunities to expand usage of Nue's platform by uncovering unmet billing needs, proposing new pricing models, or introducing features that solve emerging customer challenges.
• Leadership & Strategy (Coach Role):
  • Build and lead the Customer Success team, including hiring, training, and mentoring CSMs.
  • Define and implement the Customer Success playbook, including onboarding processes, success plans, health scoring, and renewal/expansion strategies.
  • Establish repeatable CSM KPIs (e.g., retention, NRR, adoption, CSAT, health scores).
  • Develop deep product expertise within the CS team, ensuring CSMs understand billing concepts, pricing strategies, and common customer implementation patterns to effectively drive adoption and renewals.
  • Build feedback loops between Customer Success and Product teams to surface customer pain points related to billing workflows, prioritize feature requests, and validate product-market fit for new capabilities.
  • Partner closely with the Technical Account Management (TAM) team to ensure seamless coordination between strategic account success and technical execution, aligning on customer goals, proactive issue prevention, and escalations to drive adoption and retention.
  • Collaborate with Marketing and Sales to ensure seamless handoffs and a consistent customer lifecycle experience.
  • Create escalation paths and drive continuous improvement through customer feedback and operational excellence.
• Technical & Domain Expertise:
  • Deep understanding of billing and pricing architectures, including usage-based pricing, tiered/volume pricing, proration logic, subscription lifecycle management, and revenue recognition principles (ASC 606).
  • Hands-on experience configuring and troubleshooting CPQ and billing systems (e.g., Salesforce CPQ, Zuora, Chargebee, Stripe Billing, or similar platforms), including product catalogs, pricing rules, discounting logic, and quote-to-cash workflows.
  • Proven ability to guide customers through complex billing implementations, including pricing model design, integration architecture decisions, and technical scoping of use cases like multi-entity billing, partner/reseller models, or consumption-based pricing.
  • Strong technical acumen to discuss API integrations, data flows, and system architecture with customer technical teams—able to bridge business outcomes with technical requirements.
  • Experience translating billing requirements into actionable configurations, working alongside Solutions Engineers and Implementation teams to validate technical feasibility and optimize for customer success.
  • Comfort analyzing billing data, usage metrics, and revenue reports to identify adoption trends, billing anomalies, and expansion opportunities—acting as a trusted advisor on pricing strategy and billing operations.

Qualifications

• 8+ years of experience in Customer Success, Account Management, or RevOps leadership within B2B SaaS.
• Hands-on experience managing customers through the Lead-to-Revenue lifecycle, including CPQ, Order Management, Billing, and Revenue Recognition.
• Strong operational understanding of Salesforce CRM, including experience with Sales Cloud, CPQ, and integrations with downstream revenue systems.
• Demonstrated ability to work cross-functionally with RevOps, Sales, Finance, and Engineering teams to improve quote-to-cash processes and customer experience.
• Proven success implementing or optimizing Revenue Operations frameworks, data hygiene, and process automation.
• Experience working with subscription-based / recurring revenue models (ARR, renewals, expansions).
• Excellent communication and executive engagement skills—able to translate complex operational concepts into business impact.
• Track record of building scalable Customer Success playbooks, systems, and KPIs tied to retention and growth metrics.
• Comfortable in a player/coach role, leading by example while developing a high-performing CSM team.
• Leverages AI and automation tools to drive efficiency, insight, and personalization across the customer lifecycle.

Benefits

• Competitive compensation and benefits that reward your talent and impact.
• Comprehensive health, vision, dental, and life insurance.
• A front-row seat in the Silicon Valley tech ecosystem, where you’ll work on cutting-edge challenges shaping the future of SaaS, finance, and payments.
• The opportunity to build truly groundbreaking products—your work won’t just support the business; it will influence how companies around the world monetize and grow.
• A high-energy, collaborative culture where smart, supportive teammates push each other to learn fast, think boldly, and do the best work of their careers.
• Room to grow, lead, and make your mark in a fast-scaling company that values creativity, ownership, and ambition.

Compensation

The compensation band for this role is $170,000–$180,000 USD annually for candidates based in the United States and $165,000-$175,000 CAD annually for candidates based in Canada. Final compensation will depend on skills, experience, and internal pay equity. Slight variation by location reflects market conditions.

Company Description

Nue.io is an equal opportunity employer and welcomes people of diverse backgrounds, perspectives, and skills. We will work with applicants to provide accommodations at any stage of the hiring process. If you require accommodations during the interview process, please email your Talent Partner, and we will work with you to meet your needs.