About the Role
At Selector, we operate on a "two-in-a-box" model: the Customer Engineer (CE) leads technical architecture, validation, and engineering requirements, while the Customer Delivery Manager (CDM) leads the business relationship, adoption, and value realization.
As a CDM, you are the owner of the customer business outcome. You are accountable for ensuring customers understand how Selector solves their problems, driving measurable platform usage, and proactively managing account health to ensure renewal and expansion.
Core Responsibilities
- Outcome Ownership: Define and track customer success through the lens of business outcomes. You are responsible for knowing the status of every account you own without relying on engineering logs: Outcome 12 Adoption 12 Engagement 12 Health 12 Risk 12 Next Action.
- Business Relationship Leadership: Act as the primary business counterpart to the customer. Establish consistent operating cadences (weekly/bi-weekly synchronization) to move customer priorities forward and ensure alignment with the right stakeholders.
- Operational Adoption: Go beyond standard "happiness" metrics. Ensure the platform is integrated into the customer's operational workflows. Monitor usage data-such as logins, incident/ticket generation, and outcome realization-to track whether the customer is achieving meaningful results.
- Account Health & Risk Mitigation: Maintain accurate account health assessments (Green/Yellow/Red). Use health signals-engagement, adoption, value realization, executive relationships, and commercial risk-to identify churn threats early. Establish and execute action plans to resolve risk before it escalates.
- Two-in-a-Box Collaboration: Partner closely with the assigned CE. While you own the business justification, commercial urgency, and customer governance (QBRs), you will align with your CE counterpart to ensure the technical architecture and engineering reality match the customer's business commitments.
- Outcome-Driven Reporting: Structure customer roadmaps around "Tracks" (major outcomes) rather than engineering tasks. Clearly communicate progress toward business targets (e.g., "Reduce MTTR by 30%") and maintain visibility into workstreams supporting those outcomes.
Requirements & Qualifications
- Looking for 3-5 years of experience in the relevant field.
- Outcome-Oriented Mindset: Proven ability to manage customer journeys based on desired business outcomes rather than just managing tasks or tickets.
- Strategic Communication: Exceptional ability to maintain executive alignment and act as a trusted advisor, with the seniority to lead QBRs that focus on business value and ROI.
- Data-Driven Account Management: Demonstrated skill in using usage telemetry and health indicators to make evidence-based decisions about account strategy and risk.
- Process & Governance Experience: Experience building or utilizing structured frameworks for account management (e.g., the "Track/Epic" model) to manage complex customer lifecycles.
- Collaborative Partnership: Deep experience working in "two-in-a-box" or similar cross-functional delivery models, where business owners and technical counterparts share accountability for success.
Compensation
The salary for this role is $110,000 - $120,000. Final offer amounts are determined by multiple factors, including prior experience and job location, and may vary from the amount listed.
