Remote Client Success & 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

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.