Customer Delivery Manager

Job Description — Customer Delivery Manager (UK)

Location: London, UK

Function: Professional Services / Customer Success (Hybrid)

Reporting To:  SVP Delivery

About Indico Data

Indico Data is the leading Agentic AI platform for insurance decision-making, recognized by industry analysts and experts for its impact across underwriting, claims, and policy servicing.

Role Overview

You will own strategic enterprise customers end-to-end — from onboarding through renewal and expansion — and serve as a trusted advisor through complex transformation programs. UK/Insurance expertise is a strong differentiator. This position is a blend of two critical Delivery motions:

• Customer Success Management — ensuring adoption, retention & value realization
• Engagement Management — driving customer onboarding motions inclusive of use case scoping, project delivery, and stakeholder alignment

Why This Role Matters

Indico’s growth depends on transforming initial customer wins into scalable, multi-LoB enterprise programs — this role ensures we protect what we sell and sell to our services & software strengths.

Ideal Candidate 

Former management consultant with SaaS delivery experience, strong executive presence, ability to lead multiple transformation efforts, and commercial/contractual fluency.

Key Responsibilities

Customer Success (60%)

• Own strategic account planning, EBRs, and stakeholder management for assigned customers
• Own expansion and upsell pipeline
• Track and improve usage, customer satisfaction, and ROI/benefit realization

Engagement Management (30%)

• Lead implementation efforts from design through testing & deployment 
• Coordinate scoping, resource planning, and execution across internal teams
• Translate business/operational needs into design requirements
• Manage multiple concurrent workstreams with clear communication and risk controls
• Develop business cases and value narratives to support renewal and customer retention efforts

Program Maturity Support (10%)

• Contribute to continuous improvement of methodologies, playbooks, and enablement content
• Serve as escalation owner for Delivery and product adoption blockers
• Support partner delivery interactions as we scale SI collaboration

Candidate Background & Skills

• Required
  • 6+ years relevant experience in enterprise SaaS delivery, consulting, or transformation roles
  • Demonstrated success running complex, executive-visible programs
  • Executive presentation skills (e.g. presenting to senior stakeholders and navigating enterprise politics)
  • Technical aptitude for complex platforms; comfortable learning new AI/automation tech quickly
  • Prior commercial negotiation ownership (renewals, expansions, SoW development)
  • Strong analytical, reporting and communication skills
  • Ability to work independently in ambiguous environments and deliver under tight deadlines
• Preferred
  • Delivery experience in Insurance, Financial Services, or other regulated industries
  • Experience with AI/ML, document automation, or intelligent workflow platforms

Success Criteria (12 Months)

The role is successful when:

• 100% renewal of owned accounts; NDR target achieved or exceeded
• Customers demonstrate quantified value realization (ROI & adoption maturity benchmarks)
• Implementation plans deliver on-time production deployments with clearly defined success criteria met 
• Customers become advocates (references, case studies, and expansion champions)
• Internal teams view you as the orchestrator of value and delivery predictability