Delivery Manager (Customer Success)
You will act as the key liaison between our agency clients and internal teams, ensuring smooth onboarding, timely project delivery, relationship growth, and continuous engagement with our product offerings. You will be responsible for managing agency accounts end-to-end from onboarding and implementation to relationship management and ongoing product awareness.
Responsibilities
1. Engagement & Onboarding
- Drive new signups with government agencies (both free and enterprise tiers)
- Present and demonstrate product capabilities tailored to agency needs
- Understand agency requirements and align them with our solutions
- Share product pricing models and manage contractual agreement sign-offs
- Assist agencies in signing up for new features (e.g. Generative AI), including testing and troubleshooting
- Coordinate with approval committees for successful adoption
- Handle inquiries related to AI technologies and product capabilities
2. Project Delivery
- Create and manage project timelines post-signup
- Conduct kickoff sessions and ensure projects are delivered on schedule
- Collaborate with Product and DevOps teams to ensure test/production readiness
- Publish product implementations on chosen platforms (e.g. websites)
- Conduct product training sessions with agency users
- Ensure agency expectations and stakeholder alignment are maintained
3. Relationship Management
- Monitor post-Go-Live performance and offer coaching if CSAT scores drop below benchmarks
- Maintain strong relationships with agencies and achieve >4 out of 6 CSAT scores
- Minimize churn and drop-off from existing agency users
- Participate in sprint planning and relay valuable agency feedback to internal teams
4. Product Awareness & Advocacy
- Organize and conduct quarterly Brown Bag sessions
- Share updates at monthly LaunchPad events
- Host biannual product town halls to promote new features and updates
Requirements
- Bachelors degree in Business, Communications, IT, or related field
- 2-5 years experience in customer success, client onboarding, or project/account management
- Excellent communication and presentation skills, with the ability to manage multiple stakeholders
- Familiarity with AI/tech products is a plus
- Strong organizational skills and the ability to manage projects end-to-end
- Empathy, patience, and a passion for driving customer success and product adoption
You will act as the key liaison between our agency clients and internal teams, ensuring smooth onboarding, timely project delivery, relationship growth, and continuous engagement with our product offerings. You will be responsible for managing agency accounts end-to-end from onboarding and implementation to relationship management and ongoing product awareness.
Responsibilities
1. Engagement & Onboarding
- Drive new signups with government agencies (both free and enterprise tiers)
- Present and demonstrate product capabilities tailored to agency needs
- Understand agency requirements and align them with our solutions
- Share product pricing models and manage contractual agreement sign-offs
- Assist agencies in signing up for new features (e.g. Generative AI), including testing and troubleshooting
- Coordinate with approval committees for successful adoption
- Handle inquiries related to AI technologies and product capabilities
2. Project Delivery
- Create and manage project timelines post-signup
- Conduct kickoff sessions and ensure projects are delivered on schedule
- Collaborate with Product and DevOps teams to ensure test/production readiness
- Publish product implementations on chosen platforms (e.g. websites)
- Conduct product training sessions with agency users
- Ensure agency expectations and stakeholder alignment are maintained
3. Relationship Management
- Monitor post-Go-Live performance and offer coaching if CSAT scores drop below benchmarks
- Maintain strong relationships with agencies and achieve >4 out of 6 CSAT scores
- Minimize churn and drop-off from existing agency users
- Participate in sprint planning and relay valuable agency feedback to internal teams
4. Product Awareness & Advocacy
- Organize and conduct quarterly Brown Bag sessions
- Share updates at monthly LaunchPad events
- Host biannual product town halls to promote new features and updates
Requirements
- Bachelors degree in Business, Communications, IT, or related field
- 2-5 years experience in customer success, client onboarding, or project/account management
- Excellent communication and presentation skills, with the ability to manage multiple stakeholders
- Familiarity with AI/tech products is a plus
- Strong organizational skills and the ability to manage projects end-to-end
- Empathy, patience, and a passion for driving customer success and product adoption