Customer Success & Delivery Manager

About the Role

As a Customer Success & Delivery Manager (CSDM), you are the orchestrator of customer success and programme delivery. You’ll lead the planning, coordination, and execution of our programmes, ensuring strategic alignment and operational excellence across every account you touch.

This role suits someone who is meticulous, quietly confident, and thrives on ownership and precision. You’re the calm in the storm - able to manage complex projects, navigate internal dynamics with finesse, and ensure outcomes are met without ego or noise. Your focus is impact, not applause.

Key Responsibilities

• Own end-to-end delivery of enterprise learning programmes
• Work cross-functionally to align internal resources to delivery milestones
• Collaborate with Customer Account Executives to scope programmes that are achievable and aligned with team capacity
• Develop delivery plans and track progress using project management tools
  Manage internal and external stakeholder expectations with clarity and consistency
• Run regular check-ins with customer stakeholders to ensure alignment and remove blockers
• Anticipate risks and resolve issues before they escalate
• Conduct programme retros and feed insights into playbooks and delivery processes
• Own documentation and reporting for programme progress and success metrics
• Uphold delivery excellence by continuously improving systems, templates, and processes
• Enable commercial growth through documentation support and ownership
• Build trusted relationships both internally and externally, acting as liaison between subject matter experts and customer needs / enquiries 

Key Traits & Behaviours

• High conscientiousness and ownership mindset
• Exceptional attention to detail; nothing slips through the cracks
• Highly diplomatic in cross-functional work
• Assertive when needed, but calm under pressure
• Prioritisation master; thrives in complexity without overwhelm
• Action-oriented; focused on execution, not theory
• Appreciates process and structure, but strong capability to adapt and flex for growth

Experience Required

• 3+ years in programme/project delivery, customer success, or operations
• Proven experience delivering complex B2B initiatives or services
• Deep experience managing internal dependencies and stakeholder alignment
• Use of project tools (e.g. Asana, Notion, Trello, Monday.com)
• Experience leading customer meetings and managing expectations
• Excellent communication, planning, and execution skills

‍