Customer Delivery Manager

Selector Software•Santa Clara, CA

About The Position

Selector is building an operational intelligence platform for digital infrastructure. Using an AI/ML-based analytics approach, the platform provides actionable, multi-dimensional insights to network, cloud, and application operators. It helps operations teams meet their KPIs through seamless collaboration, a search-driven conversational experience, and automated data engineering pipelines. Our solutions are used by leading Telecom, Media, Health Care, Finance, Retail, Professional Sports, and Fortune 500 enterprise organizations around the world. Our novel approach and rapidly expanding footprint position us for continued growth as a category leader. 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.

Requirements

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.

Responsibilities

Define and track customer success through the lens of business outcomes.
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.
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.
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.
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.
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.