Thrive

Managed IT services and cybersecurity provider

Client Delivery Manager

Customer SuccessConfirmed live in the last 24 hours

Full-timeHolland, MI, USA$75k - $120k

About the Job

Requirements

Build strategic relationships with key client stakeholders.
Identify client pain points and desired outcomes affected by contracted services.
Partner with Thrive resources to solve complex customer problems and meet customer expectations.
Help customers optimize utilization of products and services, and ensure best-practice adoption.
Manage contract profit and loss to meet expectations and improve year over year.
Identify account expansion opportunities and prepare and drive successful contract renewals.
Manage customer onboarding activities, facilitate training and enablement, drive customer advocacy initiatives, and promptly manage and resolve escalations.
Use ServiceNow Platform and CustomerGauge.
Apply customer relationship management, business operations, end-to-end change management, process improvement, project management (scoping, planning, milestone tracking, and documentation), and risk management skills.
Have 5+ years of digital experience as a Client Delivery Manager; managed services experience is a plus.
Bring strong general business acumen; financial and profit-and-loss acumen is a plus.
Have ITIL/ITSM, Lean Six Sigma, or other relevant industry certifications.
Have a general understanding of technology and managed services.
A college degree in a related field or commensurate work experience is preferred.
Be digitally fluent, with an understanding of basic artificial intelligence and workflow principles.
Be willing to advance current knowledge and continuously improve.
Be willing to travel to client sites.

Responsibilities

Serve as the primary point of contact for assigned client accounts and build strategic client relationships.
Ensure clients realize the full value of contracted services and achieve measurable success outcomes.
Lead customer lifetime value through product adoption, customer satisfaction, account health, advocacy, and referenceability.
Oversee customer onboarding, training, enablement, and advocacy initiatives.
Manage customer escalations and resolve them promptly.
Track performance against NPS/CSAT, retention, NRR/GRR, and engagement KPIs.
Travel to client sites as needed.

Desired Qualifications

Managed services experience.
Financial and profit-and-loss acumen.
Agile methodology.
Six Sigma.

Client Delivery Manager

Thrive · Holland, United States (Hybrid) · Full-time · Posted 2026-10-23

Salary: USD 75,000–120,000

Workplace: hybrid

Department: 1020-Client Success Manager

Description

About Us

Thrive is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon “next generation” services help us stand out amongst our peers. Thrive is on the look-out for individuals who don’t view their weekdays spent at “a job”, but rather look to develop valuable skills that ignite their passion and lead to a CAREER. If you’re attracted to a “work hard, play hard” environment, seeking the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!!

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.

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

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About the Company

Thrive

Managed IT services and cybersecurity provider

Thrive provides outsourced IT infrastructure and managed services for cybersecurity, cloud solutions, and general IT support. It uses the NextGen platform built on ServiceNow to standardize and automate operations, guided by the Thrive5 Methodology (IT strategy, technology assessment, solution design, implementation, and ongoing managed services). Core offerings include cloud, cybersecurity (threat detection and response, vulnerability management, and managed firewall), disaster recovery, network management, collaboration tools, and compliance, supported by a 24/7 Security Operations Center. Thrive serves small and mid-market businesses up to large enterprises, focusing on compliance-driven industries like finance and healthcare, and grows through acquisitions to broaden its global footprint and capabilities, with the goal of being a trusted technology partner that reduces risk and supports digital transformation.

Company size: 501-1,000
Company stage: Not listed
Total funding: Not listed
Headquarters: Foxborough, MA
Founded: 2000

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