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