VP, Customer Delivery

About the Role

Nue is redefining how SaaS companies manage their quote-to-cash motion — and we're doing it faster than anyone else in the market. As VP of Customer Delivery, you'll own the organizational function that turns that promise into reality for every customer we sign. This is not a traditional Professional Services leadership role.

We're not looking for someone to manage a bench of consultants executing implementations one at a time. We're looking for a builder — someone who sees AI agents, automated orchestration, and partner leverage as the delivery model, and people as the architects who design, govern, and continuously improve it. You'll consolidate what were previously two separate functions — Professional Services and Field Engineering — into a single, unified Customer Delivery organization.

Your mandate is to dramatically accelerate time-to-value, reduce delivery cost, and raise quality — simultaneously — by shifting from labor-intensive delivery toward AI-augmented, partner-led execution.

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