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)
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   Service Now Platform
Customer Gauge
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