Remote Client Success & Delivery Leader

Thrivenextgen; Boston (MA); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Thrive is seeking a Client Delivery Manager (CDM) to lead strategic client relationships and drive measurable value from contracted services. You will manage onboarding, renewals, and growth opportunities while aligning ITIL/ITSM with business objectives.

The role requires 5+ years in digital CDM/Managed Services, strong financial acumen, and a proactive, customer-centric approach. Remote/hybrid work with travel to client sites is expected.

Qualifications

• 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.

Responsibilities

• 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).
• 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.
• 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.

Skills

Customer relationship management

Business operations

Change management (end-to-end)

Process improvement

Project management (scoping, planning,

Risk management

Education

College degree or commensurate experience

Tools

ServiceNow Platform

CustomerGauge

Job description

Thrive is seeking a Client Delivery Manager (CDM) to lead strategic client relationships and drive measurable value from contracted services. You will manage onboarding, renewals, and growth opportunities while aligning ITIL/ITSM with business objectives.

The role requires 5+ years in digital CDM/Managed Services, strong financial acumen, and a proactive, customer-centric approach. Remote/hybrid work with travel to client sites is expected.