VP, Customer Delivery

About Nue.io

About the Role

What You'll Own

AI-First Delivery Architecture

• Redesign the delivery model from the ground up around AI workflow orchestration — where agents handle configuration, validation, migration, and QA, and your team focuses on outcomes, exceptions, and continuous improvement
• Define and own the AI toolchain for delivery: which workflows are automated, where human judgment is injected, and how the system learns and improves across engagements
• Drive measurable reduction in time-to-implement and delivery cost per customer through progressive automation
• Establish feedback loops between delivery outcomes, AI workflow performance, and product roadmap priorities

Partner-Led Delivery Ecosystem

• Set the strategic vision and investment model for partner-led delivery as the primary channel for customer implementations, in close partnership with the Director of Partner Delivery who owns day-to-day ecosystem operations
• Hold executive accountability for delivery outcomes across all partner-led engagements — quality, timeline, customer experience, and escalation resolution — while empowering the Director of Partner Delivery to manage execution
• Establish the governance framework: delivery standards, certification requirements, and quality thresholds that define what it means to be a Nue-ready partner
• Sponsor the development of AI-powered tooling, implementation playbooks, and architectural blueprints that enable partners to deliver at Nue's quality bar with minimal internal resourcing — built by the team, owned by the function
• Serve as the executive escalation point for at-risk or strategically significant partner-led engagements, working alongside the Director of Partner Delivery to resolve and course-correct

Delivery Excellence & Technical Standards

• Partner with the Director of Solutions Architecture to maintain technical standards across SA, SC, and Forward Deployed Engineering — setting the outcome targets and quality bar while empowering that director to own technical methodology and team execution
• Ensure all implementations — internal or partner-led — are delivered to a consistent, scalable standard; the Director of Solutions Architecture owns how, this VP owns whether it's working
• Own the executive escalation layer for technically complex or at-risk implementations — engaging directly with customers when required, and bringing in the Director of Solutions Architecture for technical resolution
• Ensure FDE work product — custom extensions, integrations, and non-standard configurations — feeds back into reusable assets and product improvements, in partnership with the Director of Solutions Architecture who leads that team

Team Leadership & Organizational Design

• Lead the unified Customer Delivery organization in partnership with directors owning distinct delivery functions — including Partner Delivery and Solutions Architecture — ensuring coherent strategy, shared metrics, and cross-functional execution without consolidating what should remain distributed leadership
• Set direction, remove blockers, and create the conditions for each director to lead their function effectively — this VP amplifies those mandates rather than absorbing them
• Own hiring standards, career frameworks, and enablement programs that reflect the AI-first delivery model across the full organization
• Build a culture of continuous improvement, accountability, and high-quality execution that runs consistently across partner delivery, solutions architecture, and AI-orchestrated workflows

Commercial & Cross-Functional Ownership

• Partner with Sales on scoping, SOW structuring, and deal design — ensuring delivery commitments are profitable and executable
• Collaborate with Customer Success to ensure delivery transitions are clean and customers are set up for adoption, expansion, and renewal
• Partner with Product to surface delivery insights, identify platform gaps, and influence roadmap based on implementation patterns across the customer base
• Own delivery P&L: utilization, gross margin, services revenue, and time-to-implement targets

Operational Metrics You'll Drive

• Time-to-implement (across internal and partner-led)
• Implementation success rate and escalation rate
• Delivery gross margin
• Partner delivery quality scores
• CSAT / NPS across implementation engagements
• AI workflow automation coverage (% of implementation tasks handled by agents vs. humans)

What You'll Bring

• 10–15+ years in Professional Services, Field Engineering, or Customer Delivery leadership
• At least 5 years in a VP or senior leadership role with direct P&L responsibility
• Proven track record redesigning delivery organizations for scale
• Experience moving from labor-intensive delivery toward tooling, automation, or partner-leverage models
• Genuine excitement about AI-augmented delivery — not just as a talking point
• You've thought seriously about what agent-based workflows mean for a PS or field engineering org, and you have opinions about how to build one
• Deep expertise in CPQ, Billing, and Quote-to-Cash systems
• Salesforce platform depth (Apex, data model, integrations) strongly preferred
• Familiarity with ERP integrations (NetSuite, Workday), tax services (Avalara, Anrok), and complex multi-entity/multi-currency configurations
• Strong partner and ecosystem management experience
• Comfortable defining delivery standards, certification programs, and quality governance for partner SIs
• Degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience — you don't need a specific credential, but you need the technical foundation to earn credibility with architects, engineers, and partners who do
• Commercial acumen: SOW construction, delivery pricing, margin management
• Ability to operate at multiple altitudes
• Strategic enough to design the future operating model; hands-on enough to get in the weeds on a difficult implementation when the situation demands it

Bonus Points

• Background in high-growth SaaS (Series B–E) where you've had to build and scale quickly
• Experience with usage-based billing, revenue recognition (ASC 606), or complex multi-product pricing models
• Experience building or managing offshore/global delivery teams
• You've already built an AI-augmented delivery workflow — even experimentally — and can speak concretely to what worked and what didn't

Why This Role

• You'll build the delivery model that replaces the traditional PS playbook — before most companies have figured out what that even looks like
• Direct influence over product roadmap, partner strategy, and company revenue
• High executive visibility — reporting directly to VP of Services & Customer Success with board-level exposure
• The scale challenge is real and unsolved: you'll be designing the organization, the tooling, the partner model, and the AI workflows largely from scratch

Compensation

What We Offer:

• 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.