About the role
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
1. 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.
2. 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.
3. 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.
4. 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