Thrive

Client Delivery Manager

Thrive • $88K — $105K *
Holland, MI 49423In-Person
Business Services
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 5+ years customer delivery management experience in digital services
  • Strong business and financial acumen, including P&L management
  • Familiarity with ITIL/ITSM frameworks and certified in relevant methodologies
  • Preferred degree in a related field or comparable work experience
  • Digital fluency and basic understanding of AI and workflow principles

Responsibilities

  • Build strategic relationships with key client stakeholders
  • Identify pain points and desired outcomes for clients
  • Lead initiatives to solve complex customer challenges
  • Facilitate customer onboarding and training activities
  • Drive customer advocacy and manage escalations efficiently
  • Ensure adoption of best practices and contract P&L management
  • Identify growth and renewal opportunities within assigned accounts

Benefits

  • Work remotely or in a hybrid setup with client site travel required
  • Opportunity to make a measurable impact on customer success
  • Engage in continuous learning and professional development
  • Collaborative work environment with cross-functional teams
  • Participation in customer advocacy initiatives that enhance career visibility
Full Job Description
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

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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