Sr. Customer Delivery Manager

About the role

We’relooking for a rare blend of operator and strategist—someone who can own the full Customer lifecycle from first deployment to long-term success, and who is energized by the challenge of doing it better every time. This is not a siloed role. You will serve as the single point of accountability across project delivery, technical deployment, customer success, and frontline support for your portfolio of enterprise accounts.

This role was intentionally designed toconsolidatewhat have traditionally been four separate functions—Project Management, Implementation/Deployment Engineering, Customer Success, and Technical Support—into one senior individual contributor who can move fluidly across all of them.You’llplan the project, configure the deployment, train the users,monitoradoption, and troubleshoot issues—all while continuouslyidentifyingways to automate and improve the process through AI tooling and operational excellence.

What you'll do

Project Governance & Delivery

• Own the end-to-end onboarding journey for enterprise Customers, ensuring AI deployments are delivered on time, within scope, and aligned with Customer requirements.

• Build andmaintainproject plans, timelines, baselines, and risk registers. Lead weekly cadence meetings with executive stakeholders and provide dashboard summaries on project and portfolio progress.

• Manage internal and external resource coordination, meeting scheduling, agendas, and detailed post-meeting minutes across all active engagements.

• Maintain the Hercules Enterprise Playbook, including review of implementation guides, user manuals, and internal process documentation.

Customer Deployment and Configuration

• Lead AI Assisted Customer Post Sales Discovery sessions to uncover gaps with current onboarding plans

• Act as the technical liaison between our engineering teams and DevOps Team for our SAAS based solution and the Customer’s IT organization, developing an intimate understanding of each customer’s technical capabilities, and constraints.

• Work with Customer to understand their desire for specific configuration options and provide insight to Product on any changes that may berequired.

• Coordinate deployment timelines between the Customer’s team and internal DevOps/engineering resources, ensuring environment readiness and smooth handoffs at each stage of the implementation.

• Own the UAT and acceptance testing process with the Customer, ensuring validation criteria are met before go-live and that any gaps are resolved collaboratively with engineering.

Customer Success & Adoption

• Serve as the trusted advisor for your accounts post-deployment—monitoring adoption metrics, conducting health checks, and building joint success plans with Customers.

• Proactivelyidentifyadoption gaps through usage data analysis and develop targeted intervention strategies to maximize the value Customers derive from the platform.

• Create and deliver Quarterly Business Review packages, including usage analytics, technical improvement roadmaps, and strategic recommendations.

• Act as the primary liaison between the Customer and our Product team, translating user feedback and friction points into actionable insights for the AI roadmap.

• Facilitate virtual and on-site training sessions tailored to diverse user groups and their specific workflows.

AI AssistedCustomerSupport & Issue Resolution

• Directly manage the support queue for accounts in your portfolio during onboarding and beyond, ensuring prompt resolution of technical and functional issues.

• Leverage internal Hercules AI Agents to perform initial ticket triage, ensuring issues are categorized and routed efficiently before hands-on resolution.

• Track issues through to resolution within agreedSLAs, andfollow up to ensure systems are fully functional post-fix.

Process Improvement & AI-Driven Automation

• Continuouslyidentifyopportunities to streamline and automate administrative tasks across all four functional areas using AI tools, scripting, and workflow automation.

• Design and implement process improvements for onboarding playbooks, support triage, adoption reporting, and internal documentation—reducing manual effort and increasing quality.

• Champion the use of AI to augment your own work: automated meeting summaries, intelligent ticket routing, predictive adoption analytics, self-service training content, and more.

• Develop andmaintainstandard operating procedures, desk procedures, and best practices documentation for theconsolidatedrole.

• Contribute to a culture of operational excellence by measuring your own processes and iterating toward faster, more reliable Customer outcomes.

Qualifications

Experience & Background

• 7–12 years of combined experience spanning at least two of the following: project management, technical implementation/deployment, customer success, or technical support in an enterprise SaaS environment.

• Demonstratedtrack recordmanaging complex enterprise onboarding engagements involving multiple stakeholders, IT security reviews, and corporate change management.

• Hands-on experience deploying or supporting enterprise software

• Experience building and executing customer success strategies including health scoring, adoption analysis, QBR programs, and retention plays.

Technical Aptitude

• A functional understanding of how LLM-based softwareoperates. Youdon’tneed to be a data scientist, but you must be able to explain how our models process data and deliver value to non-technical stakeholders.