5+ years of experience as a Client Delivery Manager, preferably in Managed Services
Strong business acumen with financial and P&L understanding
ITIL/ITSM and Lean Six Sigma certifications are advantageous
College degree in a related field or equivalent experience
General understanding of technology and managed services
Responsibilities
Build strategic relationships with key client stakeholders
Identify and address client pain points and desired outcomes
Drive customer success by solving complex problems with Thrive resources
Ensure best practice adoption and optimize product utilization
Manage contract P&L and identify growth opportunities
Lead contract renewals and expand revenue in accounts
Oversee customer onboarding, training, and advocacy initiatives
Benefits
Remote or hybrid work options with travel to client sites
Opportunity to work with a diverse range of clients
Engagement in strategic decision-making processes
Access to professional development and training resources
Collaborative team environment focused on customer success
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)
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.
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.
