Customer Delivery Manager

Selector Software; San Jose (CA); On-site; USD 110,000 - 120,000; Full time

Benefits offered by this job

Discretionary PTO

Health insurance

401k

Bonus potential

Job summary

Selector Software is seeking a Customer Delivery Manager in San Jose to own customer outcomes and drive measurable platform value. You will partner with the Customer Engineer in a two-in-a-box model, leading business relationships and adoption efforts to ensure renewal and expansion.

You will define success metrics, monitor usage data, and steer executive-level conversations. The role emphasizes strategic communication, data-driven decisions, and collaboration across teams to maximize ROI.

Qualifications

• 3–5 years of experience in the relevant field.
• Outcome-oriented mindset focused on business outcomes.
• Strategic communication to maintain executive alignment and lead QBRs that focus on business value and ROI.
• Data-driven approach using usage telemetry and health indicators.
• Experience with account management frameworks (e.g., Track/Epic) for complex lifecycles.
• Collaboration in two-in-a-box delivery models with cross-functional ownership.

Responsibilities

• Define and track customer success through business outcomes: Adoption, Engagement, Health, Risk, Next Actions.
• Lead business relationships with customers; establish regular cadences (weekly/bi-weekly) with stakeholders.
• Ensure platform adoption within customer workflows and monitor usage to prove value.
• Maintain accurate account health assessments (Green/Yellow/Red) and act on early churn signals.
• Collaborate with CE to align commercial urgency with technical reality.
• Communicate progress toward business targets and roadmaps around Tracks/outcomes.

Skills

Outcome-oriented mindset

Strategic communication

Data-driven account management

Collaborative partnership

Executive alignment

QBR leadership

Job description

About Us

Selector is building an operational intelligence platform for digital infrastructure. Using an AI/ML-based analytics approach, the platform provides actionable, multi-dimensional insights to network, cloud, and application operators. It helps operations teams meet their KPIs through seamless collaboration, a search-driven conversational experience, and automated data engineering pipelines.

Our solutions are used by leading Telecom, Media, Health Care, Finance, Retail, Professional Sports, and Fortune 500 enterprise organizations around the world. Our novel approach and rapidly expanding footprint position us for continued growth as a category leader.

Perks: discretionary PTO, health insurance, 401k, bonus potential, and more.

About the Role

At Selector, we operate on a "two-in-a-box" model: the Customer Engineer (CE) leads technical architecture, validation, and engineering requirements, while the Customer Delivery Manager (CDM) leads the business relationship, adoption, and value realization.

As a CDM, you are the owner of the customer business outcome. You are accountable for ensuring customers understand how Selector solves their problems, driving measurable platform usage, and proactively managing account health to ensure renewal and expansion.

Core Responsibilities

• Outcome Ownership: Define and track customer success through the lens of business outcomes. You are responsible for knowing the status of every account you own without relying on engineering logs: Outcome → Adoption → Engagement → Health → Risk → Next Action.
• Business Relationship Leadership: Act as the primary business counterpart to the customer. Establish consistent operating cadences (weekly/bi-weekly synchronization) to move customer priorities forward and ensure alignment with the right stakeholders.
• Operational Adoption: Go beyond standard "happiness" metrics. Ensure the platform is integrated into the customer’s operational workflows. Monitor usage data—such as logins, incident/ticket generation, and outcome realization—to track whether the customer is achieving meaningful results.
• Account Health & Risk Mitigation: Maintain accurate account health assessments (Green/Yellow/Red). Use health signals—engagement, adoption, value realization, executive relationships, and commercial risk—to identify churn threats early. Establish and execute action plans to resolve risk before it escalates.
• Two-in-a-box Collaboration: Partner closely with the assigned CE. While you own the business justification, commercial urgency, and customer governance (QBRs), you will align with your CE counterpart to ensure the technical architecture and engineering reality match the customer's business commitments.
• Outcome-Driven Reporting: Structure customer roadmaps around "Tracks" (major outcomes) rather than engineering tasks. Clearly communicate progress toward business targets (e.g., "Reduce MTTR by 30%") and maintain visibility into workstreams supporting those outcomes.

Requirements & Qualifications

• Looking for 3-5 years of experience in the relevant field.
• Outcome-Oriented Mindset: Proven ability to manage customer journeys based on desired business outcomes rather than just managing tasks or tickets.
• Strategic Communication: Exceptional ability to maintain executive alignment and act as a trusted advisor, with the seniority to lead QBRs that focus on business value and ROI.
• Data-Driven Account Management: Demonstrated skill in using usage telemetry and health indicators to make evidence-based decisions about account strategy and risk.
• Process & Governance Experience: Experience building or utilizing structured frameworks for account management (e.g., the "Track/Epic" model) to manage complex customer lifecycles.
• Collaborative Partnership: Deep experience working in "two-in-a-box" or similar cross-functional delivery models, where business owners and technical counterparts share accountability for success.

Compensation

The salary for this role is $110,000 – $120,000. Final offer amounts are determined by multiple factors, including prior experience and job location, and may vary from the amount listed.