Customer Delivery Manager

Cerby

About The Position

We seek an experienced Customer Delivery Manager to lead customers through a successful onboarding journey. In this critical role, you’ll act as the primary lead during implementation, working cross-functionally with Customer Success, Engineering, Product, and Customer Solutions to drive rapid time to value.

Requirements

5+ years in project management, technical onboarding, customer delivery, or customer engineering within SaaS—ideally in Identity, Security, or IT infrastructure.
Experience managing technical SaaS implementations, preferably in Identity, Security, or IT infrastructure
Hands-on experience with IdP/PAM solutions (Okta, Azure AD, CyberArk, Ping Identity), authentication protocols (OAuth, SAML), REST APIs, integrations, and troubleshooting.
Strong organizational, communication, and stakeholder management abilities; adept at translating between technical and non-technical audiences.
Strong organizational skills with a track record of managing multiple concurrent projects
Comfortable collaborating with technical teams and translating between technical and non-technical audiences

Nice To Haves

Project management certifications (PMP, CSM)
Experience scripting or coding (Python, PowerShell, Bash)
Familiarity with compliance frameworks (SOC 2, ISO 27001)
Background in high-growth SaaS or cybersecurity environments

Responsibilities

Strategic Project Delivery
Lead the full project lifecycle from kickoff to go-live across multiple customers, developing and managing project plans, timelines, and deliverables.
Coordinate cross-functional execution across Engineering, Solutions, Product, and Support teams to remove blockers and ensure on-time, in-scope delivery.
Monitor project health, mitigate risks, and provide transparent documentation and status updates to internal and customer stakeholders.
Customer Onboarding & Success
Serve as the primary delivery lead and trusted advisor during onboarding, facilitating discovery sessions and translating customer goals into milestones.
Configure and deploy the Cerby platform to meet customers’ unique technical environments and objectives, handling tasks like migrations, environment setup, enablement, and training.
Drive adoption and satisfaction, communicating proactively and partnering with Customer Success Managers for smooth handoffs post-implementation.
Technical Integration & Facilitation
Lead integrations with identity systems like Okta, Azure AD, Ping Identity, CyberArk, and custom disconnected app workflows.
Adhere to IAM and ZeroTrust best practices, and troubleshoot issues related to APIs, authentication, and configuration.
Surface critical feedback and early usage insights to Product and Engineering for continuous improvement.
Enablement & Process Improvement
Develop and maintain onboarding playbooks, implementation guides, FAQs, training materials, and internal documentation.
Identify process inefficiencies and propose improvements to increase delivery predictability, efficiency, and customer satisfaction.
Conduct customer training sessions—virtual and in-person—to empower effective product usage.