Customer Delivery Manager

Indico Data; United Kingdom; Hybrid; GBP 65,000 - 85,000; Full time

Job summary

A leading AI platform provider in the UK is looking for a Customer Delivery Manager. This role involves managing strategic enterprise customers through onboarding and expansion while ensuring customer satisfaction and value realization. The ideal candidate will have over 6 years of experience in SaaS delivery and consulting. Responsibilities include account planning and leading implementation efforts across internal teams. This full-time position requires strong presentation skills and a technical aptitude for complex platforms.

Qualifications

• 6+ years relevant experience in enterprise SaaS delivery, consulting, or transformation roles.
• Demonstrated success running complex, executive-visible programs.
• Ability to work independently in ambiguous environments and deliver under tight deadlines.

Responsibilities

• Own strategic account planning, EBRs, and stakeholder management for assigned customers.
• Lead implementation efforts from design through testing & deployment.
• Contribute to continuous improvement of methodologies and playbooks.

Skills

Enterprise SaaS delivery

Consulting

Strong analytical skills

Executive presentation skills

Technical aptitude for complex platforms

Communication skills

Job description

Customer Delivery Manager (UK)

Location: London, UK

Function: Professional Services / Customer Success (Hybrid)

Reporting To: SVP Delivery

Indico Data is the leading Agentic AI platform for insurance decision‑making, recognized by industry analysts and experts for its impact across underwriting, claims, and policy servicing.

Role Overview

You will own strategic enterprise customers end‑to‑end — from onboarding through renewal and expansion — and serve as a trusted advisor through complex transformation programs. UK/Insurance expertise is a strong differentiator. This position is a blend of two critical Delivery motions:

• Customer Success Management — ensuring adoption, retention & value realization
• Engagement Management — driving customer onboarding motions inclusive of use case scoping, project delivery, and stakeholder alignment

Why This Role Matters

Indico’s growth depends on transforming initial customer wins into scalable, multi‑LoB enterprise programs — this role ensures we protect what we sell and sell to our services & software strengths.

Ideal Candidate

Former management consultant with SaaS delivery experience, strong executive presence, ability to lead multiple transformation efforts, and commercial/contractual fluency.

Key Responsibilities

Customer Success (60%)

• Own strategic account planning, EBRs, and stakeholder management for assigned customers
• Own expansion and upsell pipeline
• Track and improve usage, customer satisfaction, and ROI/benefit realization

Engagement Management (30%)

• Lead implementation efforts from design through testing & deployment
• Coordinate scoping, resource planning, and execution across internal teams
• Manage multiple concurrent workstreams with clear communication and risk controls
• Develop business cases and value narratives to support renewal and customer retention efforts

Program Maturity Support (10%)

• Contribute to continuous improvement of methodologies, playbooks, and enablement content
• Serve as escalation owner for Delivery and product adoption blockers
• Support partner delivery interactions as we scale SI collaboration

Required (Qualifications)

• 6+ years relevant experience in enterprise SaaS delivery, consulting, or transformation roles
• Demonstrated success running complex, executive‑visible programs
• Executive presentation skills (e.g. presenting to senior stakeholders and navigating enterprise politics)
• Technical aptitude for complex platforms; comfortable learning new AI/automation tech quickly
• Prior commercial negotiation ownership (renewals, expansions, SoW development)
• Strong analytical, reporting and communication skills
• Ability to work independently in ambiguous environments and deliver under tight deadlines

Preferred

• Delivery experience in Insurance, Financial Services, or other regulated industries
• Experience with AI/ML, document automation, or intelligent workflow platforms

Success Criteria (12 Months)

• 100% renewal of owned accounts; NDR target achieved or exceeded
• Implementation plans deliver on‑time production deployments with clearly defined success criteria met
• Customers become advocates (references, case studies, and expansion champions)
• Internal teams view you as the orchestrator of value and delivery predictability

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Sales, General Business, and Education

Industries

Wireless Services, Telecommunications, and Communications Equipment Manufacturing