Delivery and Account Manager

Cash Flow Positive; United States; Remote; USD 39,000 - 61,000; Full time

Job summary

Black Swan Ventures Group is seeking a Head of Client Delivery to own the client book from handoff through renewal and upsell. You will meet every client, read build files, and deliver a written account health map with the three accounts most at risk and a plan for each.

You will manage renewal processes, upsell opportunities, and maintain honest account health reporting while collaborating with leadership to scale the function as the client book grows.

Qualifications

• You have owned a client book in a services business.
• You can show renewal or retention numbers you directly moved.
• You deliver bad news early and in plain language.
• You sell by being useful first, and can show an upsell that worked.

Responsibilities

• Owns the client book from handoff onward: onboarding, check-ins, scope changes, renewal and upsell.
• Take over the full active client book: meet every client, read every build file, and deliver a written account health map.
• Provide the three accounts most at risk and a plan for each.
• Lead and grow the Head of Client Delivery function as the book expands.

Skills

Client ownership

Renewal/upsell

Clear communication

Sales driven

Job description

Open US / UK / EU High English fluency required $3,500 to $5,500/mo + commission

Owns the client from handoff onward: onboarding, check-ins, scope changes, renewal and upsell. The reason clients stay.

• The client from handoff onward: onboarding, check-ins, scope changes.
• Renewal and upsell on every account you hold.
• The reason clients stay: problems found before the client finds them.
• The bridge back to the build floor when scope moves.
• Account health, reported honestly, including the ones going quiet.

Take over the full active client book: meet every client, read every build file, and deliver a written account health map with the three accounts most at risk and your plan for each.

03 · What we look for

• You have owned a client book in a services business.
• You can show renewal or retention numbers you directly moved.
• You deliver bad news early and in plain language.
• You sell by being useful first, and can show an upsell that worked.

04 · What this is not

• Not cold sales. Your pipeline is the client base.
• Not a support queue. You own relationships, not tickets.
• Not a technical seat: the Forward Deployed Engineer owns anything that needs building or fixing.

05 · Where this leads

Head of Client Delivery as the account book grows past one person's span.

Leadership at Black Swan Ventures Group is not a function of tenure, title, or sales performance. It is evaluated separately, continuously, and much more strictly than the job itself.

Being excellent at your job does not entitle you to lead people. A closer who breaks every record in the company has no more claim to a Head of Sales seat than someone who has never made a cold call, because the two jobs measure different things. One measures output. The other measures judgment, composure under pressure, and the ability to make other people better. An entry-level hire with strong emotional intelligence and zero sales experience has a real path to leadership. A top performer with poor judgment does not, no matter how much revenue they close.

If you're good at your job, you stay good at your job, and you get paid more for it. That is a complete outcome here, not a consolation prize.

Every employee has the right to choose who they report to, and the right to raise a dispute about leadership they believe is toxic or unfit. We do not tolerate toxic leadership in any form. If someone is highly skilled but cannot work productively under the standing leadership structure, they report directly to the founder until a fit is found, not to someone they cannot work with.

Leadership roles are held under more scrutiny than any other position in the company, not less. They can be lost. They are not permanent once granted.

07 · Who We Hire

We hire for skill and judgment, not background, age, gender, or neurotype. We are actively friendly to hiring people who are neurodivergent, including ADHD, autism, and other learning or attention differences, and to candidates who don't present as conventionally social in an interview. None of that is a disqualifier here, and in several of our functions it's a genuine advantage. Diverse teams across age, gender, background, and cognitive style build better companies. We built this hiring process to actually reflect that.

Employment Full-time

Level Medium

Language High English fluency required

Location and hours United States, United Kingdom, Europe. Check-in calls follow the client's hours.

Travel 3 workshops a year in 3 different countries: Asia, United States, Europe. Company-funded. Required for this role. Occasional, for key accounts and workshop events.

Compensation Base plus renewal and upsell commission. Discussed on the call.

You are in UTC. This role runs 13:00-21:00 CET. You overlap by 8 hours: 11:00 to 19:00 your time.