Why you'll love this NUE opportunity!
We’re looking for an experienced and enterprise-ready leader to build a Managed Services function. This role is responsible for driving the success of a customer portfolio, leading and scaling a high-performing team, and ensuring our customers achieve meaningful outcomes through our evolving platform.

You will own the Nue’s Managed Services operating model for long-term customer engagements (defining playbooks, SLAs, and quality bars), while acting as a hands-on leader. You lead through influence and roll up your sleeves to ensure outcomes across the portfolio.

Your team owns ongoing operations, such as enhancements, change requests, data/admin tasks, minor integrations. Your team will deliver to SLAs while driving measurable outcomes (adoption, stability, and cost-to-serve). You’ll be accountable for capacity, quality, and margin across a portfolio of managed contracts.

Key Responsibilities

• Own delivery & SLAs: Run the Managed Services portfolio with clear response/resolution SLAs, incident/change governance, and executive-ready status reporting.
• Lead the program: Define playbooks, runbooks, and quality bars (“definition of done”).
• Plan capacity & margin: Forecast demand, schedule resources, manage utilization, and hit gross margin and renewal targets.
• Standardize the model: Package services (tiers/SKUs), define intake → prioritize → deliver → review loops, and drive automation/self-service.
• Partner & escalate: Coordinate with Support, Product, and Engineering on escalations, fixes, and roadmap dependencies.
• Customer health: Maintain customer status cadence; surface risks, upsell/cross-sell opportunities, and expansion SOWs.
• Hands-on execution: Support the team with best practices, help with testing and sign off on “definitions of done”, troubleshoot and reproduce issues, build new products and pricing with the team.

Required Skills and Experience

• 6+ years in post-sales services (Managed Services, Professional Services, or TAM) with 2+ years leading delivery teams.
  

• Proven track record running SLA-based programs and multi-customer portfolios (capacity planning, utilization, margin).
  

• Strong customer communication—exec-level status, RCA write-ups, and crisp decision docs.
  

• Process/ops mindset: you build durable playbooks, KPIs, and continuous improvement loops.
  

• Familiarity with revenue operations domains (CPQ, subscriptions, invoicing) and Salesforce-adjacent work.

Nice to Have

• Experience with AI-assisted operations, leveraging AI tools and agents to ensure process efficiencies.
  

• Hands-on comfort with Jira/Intercom, Salesforce, and basic data tooling (SQL/ETL).
  

• Consulting background with packaged service offerings and SOW creation.

What We Offer

• Competitive salary and benefits package.
• Opportunity to work in the dynamic and innovative Silicon Valley tech ecosystem.
• The opportunity to shape the future of Nue’s Managed Services operations.
• A leadership role with real impact on customer implementations and long-term success.
• A fast-paced, innovative startup environment with room for growth and experimentation.
• Collaboration with passionate teammates across engineering, product, and customer success.