Customer Delivery Manager

About Us

Selector is building an operational intelligence platform for digital infrastructure. By adopting an AI/ML-based analytics approach, the platform provides actionable multi-dimensional insights to network, cloud, and application operators. It enables operations teams to meet their KPIs through seamless collaboration, search-driven conversational user experience, and automated data engineering pipelines.

Our solutions are used by leading Telecoms, Media Providers, Retail, and Professional Sports organizations across the world. Our novel approach and rapidly expanding footprint put us in the unique position for continued growth to become a category leader. To fuel our growth, we are seeking passionate, high-energy, results-oriented individuals to join our team.

Our mission is to deliver world-class solutions on behalf of the large enterprise. Supported by leading investors, Selector is uniquely positioned to deliver a world-class solution to address large enterprise requirements across the globe.

Selector offers a discretionary PTO policy, health insurance, 401k, the opportunity for a bonus, and more.

Why This Role Matters
The Customer Delivery Manager ensures successful post-sale implementation and ongoing go-live readiness, and structured management of customer escalations. This role is the operational quarterback during onboarding, ongoing implementations, and escalation situations — accountable for on-time, high-quality execution, clear cross-functional coordination, delivery risk visibility and mitigation, and seamless handoff to Customer Success. Delivery at Selector is about operational discipline, clarity, and predictable outcomes — not heroics.

Responsibilities

Implementation & Go-Live Execution

• Lead end-to-end implementation projects from Sales handoff through go-live, as well as ongoing implementations throughout the customer contract lifecycle.
• Define implementation plans, milestones, timelines, and success criteria across assigned enterprise accounts.
• Align Engineering, Product, Client Solutions, and internal teams to a shared execution plan.
• Ensure customer technical readiness prior to go-live and for each subsequent implementation.
• Drive clarity around scope, assumptions, dependencies, and change management.
• Confirm go-live criteria are met before transition to Customer Success.

Project & Program Management

• Establish and run weekly implementation cadences, both internal and customer-facing.
• Track risks, dependencies, and blockers proactively and maintain clear documentation of decisions and action items.
• Ensure accountability across cross-functional contributors.
• Partner with CS Operations to follow and continuously improve standardized delivery playbooks.

Escalation Management

• Own structured response to customer escalations and coordinate cross-functional resolution efforts.
• Run escalation war rooms when necessary and provide clear, executive-level communication during high-risk events.
• Conduct post-incident reviews, ensure corrective actions are implemented, and identify root causes to prevent recurrence.

Delivery Quality & Process Improvement

• Ensure implementation discipline and consistency across accounts, reducing variability through structured process adherence.
• Identify patterns in delivery friction and partner with CS Operations to improve systems.
• Document lessons learned and contribute to evolving delivery playbooks.

Handoff to Customer Success

• Conduct formal implementation-to-CS transition, ensuring success criteria, technical configuration, and adoption milestones are fully documented.
• Align with the Customer Success Manager on customer objectives and next-phase plan.
• Confirm renewal readiness baseline is established.

What Success Looks Like (6–12 Months)

• Implementations launch on time and within defined scope.
• Customers feel confident and supported during onboarding.
• Delivery risks are surfaced early and managed proactively.
• Escalations are handled with clarity, speed, and executive confidence.
• Implementation process is consistent across enterprise accounts.
• Handoff to Customer Success is structured and seamless.

Compensation

• The salary for this role is $130,000 - $160,000. Final offer amounts are determined by multiple factors, including prior experience, and may vary from the amount listed.