Thrive

Client Delivery Manager

Thrive • $110K — $130K *
Boston, MA 02115In-Person
Business Services
5 - 7 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 5+ years of experience as a Client Delivery Manager, preferably in managed services
  • Strong understanding of business operations and P&L management
  • Proficient in ITIL/ITSM practices and relevant industry certifications
  • Excellent project management skills including planning and risk management
  • Ability to foster customer relationships and advocate for their success

Responsibilities

  • Build and maintain strategic relationships with clients
  • Identify client pain points and align services to achieve desired outcomes
  • Drive metrics of customer success through service utilization and satisfaction
  • Manage onboarding and training to ensure customer preparedness
  • Facilitate internal and external advocacy initiatives to promote customer loyalty
  • Oversee financial performance of accounts while identifying growth opportunities

Benefits

  • Remote/hybrid working environment with travel to client sites
  • Opportunities for career growth and development
  • Supportive company culture focused on customer success
  • Access to industry-leading tools like ServiceNow and CustomerGauge
Full Job Description
Position Overview

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)

Benefits

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

About Thrive

Thrive is a healthcare company that provides software solutions to healthcare providers. The company's software helps healthcare providers manage their administrative tasks, such as scheduling appointments, managing patient records, and billing. Thrive's software is designed to be user-friendly and easy to use, making it accessible to healthcare providers of all sizes. The company was founded in 2013 and is headquartered in San Francisco, California.
Learn more about Thrive
Size
1,000 employees
Industry
Healthcare
Net Income
-$5 million
Founded
2013
5 Year Trend
+20%
Revenue
$100 million
NASDAQ
THRY
* Ladders Estimates

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