Department: Client Success
A client-facing delivery role that owns the successful, on-time execution of cybersecurity services across a portfolio of client engagements.
Working in Client Success
The Client Success team is a core group within Drawbridge. Client Success works to provide best-in-class service, visibility, and support to our clients in pursuit of high revenue retention, exceptional client satisfaction, promotion of Drawbridge's reputation, and expanded client partnerships over time.
Position Overview
The Client Delivery Manager is responsible for ensuring the successful execution of cybersecurity services sold while delivering on time, within scope, and with a consistently high-quality client experience. This individual serves as the primary owner of service delivery across a portfolio of client engagements, coordinating internal resources, managing execution, setting and holding expectations with both internal teams and client stakeholders, mitigating delivery risks, and ensuring clients achieve expected business outcomes.
The Client Delivery Manager acts as the bridge between Sales, Relationship Management, Cybersecurity Consulting, Cybersecurity Solutions, Product, and Technical teams, ensuring commitments made during the sales process are effectively translated into successful delivery and measurable client value.
In This Role You Will Focus on Five Core Areas
Client Experience & Relationship Ownership
§ Serve as the client's primary day-to-day contact and stay in constant communication.
§ Hold a standing meeting with every client to review calendar progress, blockers, and the health of the relationship.
§ Lead recurring business reviews with each client, covering service delivery to date, upcoming work, and the health of the engagement.
§ Raise risks to deadlines early, along with any dates likely to be missed, and realign expectations before brought by the client.
§ Run kickoff calls: define the scope of work and the calendar of events with the client and obtain sign-off.
§ Send an agenda before each client meeting and notes afterward that document what was discussed and agreed.
§ Decide who at the client and who at Drawbridge needs to be involved in each conversation.
§ Help clients understand and use what they have received, including the Drawbridge Platform and reports, so the value of the service is visible.
§ Never leave a client without a clear next step and a date.
Delivery Execution
§ Own the calendar of events for each client's mix of services and hold internal teams to the agreed dates.
§ Confirm that deliverables are complete, meet Drawbridge quality standards, and match what was agreed in the signed scope of work.
§ Pursue client dependencies and requirements until they are fully resolved.
§ Keep an active log of delivery risks and issues and resolve or escalate them before they affect the client.
§ Direct and allocate work among Client Delivery Coordinators, and coordinate Cybersecurity Consultants, and Cybersecurity Solutions.
§ Attend daily stand-ups with the Client Delivery team to clear blockers and dependencies.
§ Keep engagement records in Salesforce and the Drawbridge Platform accurate, so internal records always match what the client has been told.
§ Use, and help build, runbooks for common blocked scenarios.
Incident & Due Diligence Intake
§ Serve as the front door when a client reports a security incident, receives a due diligence request from an investor, or receives a regulatory inquiry.
§ Determine who needs to be involved, bring them in quickly, and hand off or relay information to the proper Drawbridge resource.
§ Relay status, dates, and logistics, working directly alongside Cybersecurity Consultants to ensure resolution.
§ Be available outside business hours to bring in the right Drawbridge resources when a client needs us during a cybersecurity event.
Account Health & Retention
§ Own the health of each assigned client account and be the first to hear signs of dissatisfaction or churn risk.
§ Lead the delivery-level response when a client is unhappy and bring in the necessary leadership when needed.
§ Hand off to the Relationship Manager as soon as there is a buying conversation, including renewal, expansion, pricing, or contract discussions.
§ Pass commercial opportunities that surface during delivery to the Relationship Manager.
§ Watch scope against the signed calendar of events and route changes through change control.
Operational Excellence & Internal Partnership
§ Partner with Cybersecurity Consultants on every account so the client experiences one coordinated team.
§ Prioritize work across the full book of clients, monitor engagement health and milestones, and flag capacity constraints early so resources are properly planned and forecasted.
§ Report engagement health, on-time delivery, and risks to leadership on a regular cadence.
§ Escalate disputed findings, upset clients, critical findings the client is not acting on, and repeated missed dependencies.
§ Contribute to delivery standards, team training, runbooks, and process improvement.
Success in This Role Is Defined As
§ Clients are never left waiting or wondering about the status of a deliverable.
§ On-time delivery against the agreed calendar of events, with at-risk dates raised early.
§ Deliverables that are complete, meet quality standards, and match the signed scope of work.
§ Engagement records that are accurate and match the most recent client communication.
§ High client satisfaction, low escalation volume, and strong client retention.
§ Scope changes caught early and handled through change control.
§ Clear, timely reporting on engagement health and risks to leadership.
§ Strong partnership with Client Delivery team members, Cybersecurity Consultants, Cybersecurity Solutions, and Relationship Managers
§ Fast, accurate routing when incidents and due diligence requests arrive.
Job Requirements
You Have
§ Bachelor's degree, preferably in Business, Project Management, Technology, Finance, or a related field.
§ 2-4 years of experience in professional services, project management, consulting.
§ Demonstrated experience managing a high volume of varied client engagements at the same time.
§ Comfort picking up the phone and making difficult calls early.
§ The persistence to follow up with a client while keeping the relationship warm.
§ The ability to read a room and know who needs to hear what, and when.
§ Calm and credibility when a client is anxious or upset.
§ Proven ability to coordinate cross-functional teams without direct authority.
§ Experience managing scope, change requests, and client-side dependencies.
§ Strong understanding of project management principles and delivery methodologies.
§ Ability to manage competing priorities in a fast-paced environment.
§ Strong attention to detail, accountability, and an ownership mindset.
§ Familiarity with Salesforce, Microsoft Office, and project management tools.
§ Exceptional written and verbal communication skills.
Nice If You Have
§ Experience in alternative investments, cybersecurity, software as a service, or governance, risk, and compliance.
§ Experience using artificial intelligence tools to improve productivity, such as drafting meeting notes, summarizing client communications, and tracking follow-ups, with sound judgment about client confidentiality.
§ Experience supporting clients through due diligence, audits, or regulatory examinations.
§ Experience managing recurring services across many clients.
