**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.