Client Delivery Manager

Thrive; Boston (MA); Hybrid; USD 85,000 - 120,000; Full time

Job summary

Thrive is seeking a Client Delivery Manager to build strategic relationships, drive value realization, and manage contract performance for our managed services clients. You will be the primary contact, align ITIL/ITSM practices with business outcomes, and help optimize product adoption and customer success across accounts.

The role emphasizes P&L awareness, renewal strategies, and cross-functional collaboration with engineering, sales, and support teams.

Qualifications

• ITIL/ITSM knowledge with strong business acumen.
• 5+ years in CDM or Managed Services.
• College degree preferred in related field.

Responsibilities

• Build strategic relationships with key client stakeholders.
• Manage onboarding activities and enablement.
• Drive growth opportunities and renewals for assigned accounts.
• Monitor contract P&L and overall health of accounts.
• Escalation management and cross-functional coordination.

Skills

Customer relationship management

Business operations

Change management

Process improvement

Project management

Risk management

Education

College degree preferred in a related field or commensurate work experience

Tools

ServiceNow Platform

CustomerGauge

Job description

About Us

Thrive is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon “next generation” services help us stand out amongst our peers. Thrive is on the look-out for individuals who don’t view their weekdays spent at “a job”, but rather look to develop valuable skills that ignite their passion and lead to a CAREER. If you’re attracted to a “work hard, play hard” environment, seeking the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!!

Position Overview

The Client Delivery Manager (CDM) is a customer-facing role responsible for building strategic relationships and driving measurable success outcomes for Thrive clients. The CDM serves as the primary point of contact for assigned accounts, ensuring that clients realize full value from contracted services while managing contract P&L and identifying growth opportunities. The ideal candidate combines ITIL/ITSM expertise with strong business acumen and a passion for customer success.

Location:Remote / Hybrid (travel to client sites)

Understands Customer Business Problems

• Build strategic relationships with key client stakeholders.
• Identify current pain points and desired outcomes affected by services under contract.
• Provide measurable value to the customer (Value Realization).

Drive Customer Success Outcomes

• Solve complex customer problems by partnering with Thrive resources to meet customer expectations.
• Help customers optimize utilization of existing and available products and/or services.
• Ensure best practice adoption across the customer environment.
• Lead future lifetime value through higher product adoption, customer satisfaction, and overall health scores (including advocacy and reference-ability).
• Manage contract P&L to deliver to expectations and improve year over year.
• Expand revenue in accounts through opportunity identification.
• Prepare and drive successful contract renewals.
• Ideal candidate would have a strong mixture of ITIL and business acumen leaning on ITIL as the foundation.

Oversee Activities

• Manage customer onboarding activities.
• Facilitate training and enablement.
• Drive customer advocacy initiatives.
• Manage and resolve escalations promptly.

Tools

• ServiceNow Platform
• CustomerGauge

Key Performance Indicators (KPIs)

• NPS / CSAT
• Retention
• NRR / GRR (FY27)
• Engagement (account activity, executive/POC engagement)

Qualifications

Skills

• Customer relationship management
• Business operations
• Change management (end-to-end)
• Process improvement
• Project management (scoping, planning, milestone tracking, documentation)
• Risk management

Attributes

• Customer-centric attitude and proactive approach
• Team player: capable of working with and across functional teams
• Results oriented: takes accountability as customer advocate and Thrive business owner
• Digitally fluent: understands basic AI and workflow principles
• Active listener: attentive to both customer and internal partners
• Learning agility: willing to advance current knowledge level

Experience

• 5+ years of digital experience as a CDM (Managed Services experience a plus)
• Strong general business acumen (financial/P&L acumen a plus)
• ITIL/ITSM, Lean Six Sigma, and other relevant industry certifications
• College degree preferred in a related field or commensurate work experience
• General understanding of technology and managed services

Desired Behaviors

• Teamwork: works well across customer and Thrive environments
• Adaptability: embraces constant change
• Honest and high integrity
• Strong work ethic (dependable, confident)
• Willingness to learn and continuously improve
• Willingness to lean in (run to the fire)
• Ownership and accountability
• Initiative: proactive - acts without waiting to be told

Added Skills That Will Help

• Agile methodology
• Six Sigma