[Hiring] Customer Delivery Manager @Cerby

Role Description

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.

What you'll do

• 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.

Qualifications

• 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 Have

• 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.