Client Delivery Manager

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)

Requirements

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