Sr. Customer Delivery Manager

HerculesAI

1d•Remote

About The Position

We’re looking 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 to consolidate what 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’ll plan the project, configure the deployment, train the users, monitor adoption, and troubleshoot issues—all while continuously identifying ways to automate and improve the process through AI tooling and operational excellence.

Requirements

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.
Demonstrated track record managing 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.
A functional understanding of how LLM-based software operates. You don’t need to be a data scientist, but you must be able to explain how our models process data and deliver value to non-technical stakeholders.
Advanced proficiency in project management and collaboration tools (e.g., Smartsheet, Jira, MS Project, MS Teams, Slack).
Comfort navigating enterprise IT environments—you understand networking basics, SSO configurations, API integrations, and can hold your own in a technical conversation with a Customer’s IT team.
Firm understanding of cloud-based SaaS architecture and delivery models, including multi-tenant environments and API-driven integrations.
Serve as the final quality gate for client-facing technical documentation and help desk materials, providing actionable feedback to product and engineering teams and contributing content enhancements when needed.
Ability to independently produce high-quality training materials and client-facing presentations tailored to diverse audiences and workflows.
Experience building automation using AI/LLM tools for operational workflows (e.g., automated reporting, intelligent ticket triage, self-service content generation).
You are a self-starter who thrives in ambiguity and takes ownership without being asked.
Exceptional verbal and written communication skills with the ability to manage executive-level expectations and high-pressure situations with composure.
A genuine drive to improve processes—you see friction and think “how do I automate this?” before “that’s just how it works.”
Comfortable interfacing directly with complex, multi-divisional, multi-geographical enterprise Customers at the C-suite and director level but equally so with individual job specific contributors
Willing to travel to Customer sites as required for go-lives, training, or critical escalations (up to 25%).