Client Delivery Manager

Socket.dev; Michigan; Hybrid; USD 110,000 - 150,000; Full time

Job summary

Thrive is seeking a Customer Delivery Manager (CDM) to build strategic relationships with clients and drive measurable success outcomes. You will be the primary contact for accounts, ensuring value realization from contracted services while managing contract P&L and identifying growth opportunities.

The role requires ITIL/ITSM expertise and strong business acumen, with a remote/hybrid setup and travel to client sites.

Qualifications

• 5+ years of digital experience as a CDM or in managed services.
• Strong business acumen with ITIL/ITSM knowledge.
• College degree preferred or commensurate work experience.

Responsibilities

• Build strategic relationships with key client stakeholders.
• Identify pain points and desired outcomes for services under contract.
• Provide measurable value to the customer (Value Realization).
• Solve complex problems by partnering with Thrive resources.
• Help customers optimize product/service usage and adoption.
• Ensure best practice adoption across the customer environment.
• Lead lifetime value through product adoption, satisfaction, and health scores.
• Manage contract P&L and pursue revenue expansion.
• Prepare and drive successful contract renewals.
• Oversee onboarding, training, and escalation management.

Skills

Customer relationship management

Business operations

Change management

Process improvement

Project management

Risk management

Tools

ServiceNow Platform

CustomerGauge

Job description

About us

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