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Salary: USD 110,000 - 120,000 / annual
Selector is building an operational intelligence platform for digital infrastructure, using AI/ML-based analytics to provide actionable insights to network, cloud, and application operators. The platform helps operations teams meet their KPIs through seamless collaboration, a search-driven conversational experience, and automated data engineering pipelines. Solutions are used by leading organizations in Telecom, Media, Healthcare, Finance, Retail, Professional Sports, and Fortune 500 enterprises globally.
As a Customer Delivery Manager (CDM), you will own the customer business outcome and operate in a "two-in-a-box" model alongside a Customer Engineer (CE). The CE leads technical architecture and validation; you lead the business relationship, adoption, and value realization. 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.
Core Responsibilities:
- Define and track customer success through the lens of business outcomes. Own the status of every account without relying on engineering logs, tracking the progression: Outcome → Adoption → Engagement → Health → Risk → Next Action.
- Act as the primary business counterpart to customers. Establish consistent operating cadences (weekly/bi-weekly synchronization) to move customer priorities forward and ensure alignment with the right stakeholders.
- Go beyond standard happiness metrics. Ensure the platform is integrated into the customer's operational workflows. Monitor usage data—logins, incident/ticket generation, outcome realization—to track whether customers are 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 escalation.
- Partner closely with the assigned CE. While you own business justification, commercial urgency, and customer governance (QBRs), align with your CE counterpart to ensure technical architecture and engineering reality match customer 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.
Requirements & Qualifications:
- 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
